Team Manager - FNOL

Davies; Stoke-on-Trent; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading claims management firm is seeking a Team Manager for their FNOL team in Stoke-on-Trent. The role involves managing key service metrics, overseeing daily operations, and developing team members. Ideal candidates will have significant management experience, particularly in property claims, and possess strong stakeholder engagement skills. The position offers numerous benefits including professional development opportunities, robust pension plans, and flexible working arrangements.

Benefits

Leadership training programme

Funding for professional qualifications

25 days holiday, increasing with service

Pension scheme with contributions

Qualifications

• Proven management experience at a mid-senior level.
• Property Claims experience, ideally within a claims management capacity.
• Experience in external stakeholder management.

Responsibilities

• Oversee delivery of service metrics and KPIs.
• Manage resource alignment including telephony and claims.
• Create and update client-specific procedures.

Skills

Management experience

Property Claims knowledge

Stakeholder management

Autonomous problem-solving

Microsoft Excel analysis

Job description

Team Manager - FNOL

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Description

Davies Group are looking for a Team Manager to join our FNOL team based Stoke-on-Trent.

What will your day look like:

• Be responsible for the daily delivery of a range of key service metrics and KPI’s depending on each client requirement ensuring delivery on time and quality
• Maintaining agile alignment of resource including but not restricted to management of telephony, payments, post, claims and diary tasks
• Be responsible for the capacity tracking and requirements of your team
• Create , store and update client specific scheme procedures to ensure accurate information is retained at all times
• Input to operational matters in relation to external client MI
• Escalation point for day to day Client Issues and Queries
• Lead and develop team members within your area including continuous conversations and PDR process
• Undertaking oversight of your teams thrive and compulsory training to ensure the team remain compliant
• Attend client operational meetings ( expectation of 1 scheduled meeting per month)
• Be an active and engaging member of the divisional management community to share best practice, collaborate and create an inclusive and positive working environment

Knowledge and Abilities:

• Proven management experience at a mid-senior level
• Property Claims experience, ideally within a claims management capacity but will consider those from an Insurance sales, broker or Insurance customer service background
• Experience of external stakeholder management or working as an outsourced partner
• The confidence to act with autonomy to understand and resolve issues presented by operational challenges and client needs
• A sound understanding of both the creation and analysis of MI reports within Microsoft excel
• An ability to understand the needs of our clients and desire to work towards continuously improving our delivery of those including but not limited to indemnity spend, fraud capture

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan