Customer Support Technician

DAVIES; Stoke-on-Trent; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Flexible benefits

Job summary

Davies Group's Loss Adjusting division seeks a proactive Customer Support Technician to join our team in Stoke. You will support Adjusters with complex property claims, including high-value cases, delivering professional, client-focused service to clients, suppliers and policyholders.

This role requires strong communication, autonomous working within delegated authority, and the ability to manage caseloads effectively in a fast-paced environment.

Qualifications

• Strong written and verbal communication skills.
• Ability to work autonomously within delegated authority levels.
• Experience in property claims management or equivalent.
• Proven ability to deliver results in a fast-paced environment.

Responsibilities

• Provide proactive support to dedicated Adjuster(s) in the management of claims.
• Manage your own caseload in collaboration with Adjusters, within authority levels.
• Handle inbound calls and support customers, suppliers, and clients.
• Review and issue reports to clients in a timely and accurate manner.
• Resolve customer queries and complaints, ensuring best outcomes.
• Appoint and manage suppliers, monitoring progress.
• Make outbound calls to customers, suppliers, and clients.
• Complete and action all administrative tasks related to claims.
• Support Adjusters in making technical decisions within delegated arrangements.

Skills

Communication skills

Autonomy

Claims management

Customer service

Job description

Customer Support Technician

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Reporting To: Danielle Griffiths

Description

Davies Group's Loss Adjusting division is seeking a proactive and skilled Loss Adjuster Technician to join our expanding team. In this role, you will play a key part in supporting Adjusters with the management of Adjuster-led claims, including active involvement in claims exceeding £25,000. You will be responsible for delivering a professional, efficient, and customer-focused service to clients, suppliers, and policyholders.

This position requires strong communication skills, the ability to work autonomously within delegated authority levels, and the capability to manage caseloads effectively—particularly during periods when the Adjuster is unavailable.

What will your day look like:

• Provide proactive support to dedicated Adjuster(s) in the management of claims.
• Manage your own caseload in collaboration with Adjusters, acting independently within agreed authority levels.
• Handle inbound calls and take appropriate action to support customers, suppliers, and clients.
• Review and issue reports to clients in a timely and accurate manner.
• Resolve customer queries, questions, and complaints, ensuring the best possible outcomes for all parties.
• Appoint and manage suppliers, monitoring progress without requiring Adjuster intervention.
• Make outbound calls to customers, suppliers, and clients as required.
• Complete and action all associated administrative tasks related to claims.
• Support Adjusters in making technical decisions within competency-based delegated arrangements.
• #INDUKI

Knowledge and Abilities:

• Minimum 2 years’ experience in property claims management.
• Experience reviewing scopes of work, identifying errors, omissions, or missed items (preferred).
• Ability to contribute to claim reserving and reserve movement decisions.
• Proven ability to deliver results in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to engage effectively with a wide range of stakeholders.

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