Department: Claims Management Location: Stoke Description Great Team New Challenge Senior Claims Coordinator, supporting Senior Loss Adjusters and the Team Leader in their daily responsibilities. Act as the primary point of contact for both internal and external stakeholders, delivering exceptional customer service and ensuring smooth coordination across all aspects of the claims process. What will your day look like: Delivering excellent customer service to our customers and Clients. To support the Senior Loss Adjusters to manage the customer experience throughout the claim and delivering a high level of customer satisfaction. Ensure all new claims are processed in line with client & business requirements. Chase suppliers both internal and external to ensure a smooth and efficient claim journey. Demonstrate the ability to make decisions, whilst taking into account the customers circumstances and client philosophies. Ensure the correct procedures are adhered to when dealing with and resolving all informal and formal complaints in accordance with our Company standards. Understand the Data Protection procedures. Understand company systems and procedures. To demonstrate flexibility depending on customer demands. To recognise where there are inconsistencies during the claims process and escalate to Line Manager. Assist with inbound call handling, including escalations and complaints, ensuring high-quality customer service. Oversee the central team inbox, assign tasks equitably among team members, and adapt workflows to meet varying requirements and situations. Provide support to the Team Leader and Team Manager with ad-hoc enquiries, and take responsibility for team operations in the Team Leader’s absence. Knowledge and Abilities: Excellent organisation skills Computer literacy together with and the ability to organize your own workload is essential Accuracy, attention to detail and an investigative approach Ability to work within agreed timescales and deadlines and be flexible alongside customer and/or client demand To work actively as part of a team and contribute towards delivering team performance To actively listen when interacting with customers using clear effective communication and adapt style to meet the customer needs To be proactive in identifying problems and escalate to Team Leader. Flexible and committed to a career Ability to work in a fast paced and changing environment with the ability to embrace change positively Flexibility around extended hours at busy periods 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 heath cash plan and BUPA dental plan