Taking inbound calls from customers relating to the progress of their home emergency claim, and updating the customer accordingly based on case notes.
Making outbound calls, sending sms messages or emails to customers in order to provide them updates regarding the progress of their claim or book appointments for contractor attendance.
Deployment and/or re-deployment of home emergency claims to our approved contractor network via our CRM system, email, sms or phone.
Utilising our CRM based system to create and manage follow-on cases when additional work is required after the engineer’s first visit.
Checking policy cover against quoted works to ensure that we are providing a service in line with what the customer is covered for within their policy documentation.
Responding to email queries from both customers and contractors from our approved network.
Authorisation of quotes from contractors for further required home emergency works, including parts and labour costs, within the customer’s policy limitations.

At least 1 years’ experience in an office-based administration role.
Ideally should have experience handling insurance claims.
Experience of working in a home emergency setting is strongly preferred.
Basic knowledge of Microsoft Excel functionalities is absolutely essential.
A good knowledge of CRM based systems is preferred but not essential.
Demonstrable experience of working in a fast-paced and demanding administrative role.
Ability to see things from the customer’s perspective and put the customer first.
Good standard of literacy along with excellent listening, written and verbal communication skills.
Proven time management skills and a willingness to take ownership of work.
The ability to work well under pressure to tight timescales.
Methodical and organised approach to ensure that all customer contacts are correctly completed in a timely manner.
Strong problem-solving skills coupled with an ability to negotiate through alternative solutions with the client.
Proven decision-making skills.

Career & Purpose
Davies Innovation Lab
Leadership training programme
Funding for professional qualifications
Thrive at Davies; learning opportunities
The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme
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
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 heath cash plan and BUPA dental plan

Advisor Full Time

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