Senior Case Manager

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Client Management Employment Type:

Permanent - Full Time Location:

Bolton Description Davies Group are looking for a Senior Case Manager to effectively manage a case load of new, in-progress and more complex property claims in line with both client and service level requirements, setting a good example for the team in terms of both proactivity and attitude. What will your day look like: Proactively manage own caseload to consistently achieve all relevant Service Level Agreements (SLAs) whilst demonstrating good levels of technical competence. Handle technical, quality and payment referrals from Case Managers up to authority level. Manage claims that exceed the delegated authority (DA) limit or that are removed from DA due to SI concerns/underwriting issues up to authority level. Support team members with complaint handling and liaise with client customer relation teams, where required, to resolve/escalate complaints. Support Team Leader with management activities including communication of plans to the team, monitoring and managing SLA performance, productivity and general conduct. Effectively handle all customer interactions (Client and direct customer) professionally, knowledgably and with Treating Customers Fairly (TCF) in mind. Effectively manage third party suppliers to drive cases to settlement with service, cost and timescales in mind. Adhere to relevant governance and regulatory processes (Data Protection [DPA], TCF, Information Security). Take responsibility for own self-development through effective use of PDR and audit feedback and relevant learning courses. Contribute positively to both great teamwork and a good overall culture. Knowledge and Abilities: Minimum of 2 years handling of Property Claims. Good customer service skills. Ability to effectively manage own time and caseload. Good interpersonal skills. Good coaching skills. Self-motivated with a drive for continuous self-development. Effective Communicator. IT Proficient. Good problem-solving capability. Measured by: SLA performance data analysis. Audit and feedback. Completed PDR Forms and Competency Reviews. Team performance and feedback. 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; hybrid, work from home or join a collaborative office space. 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 health cash plan and BUPA dental plan.

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