Senior Accommodation Coordinator

Davies; Stoke-on-Trent; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days holiday (rising with service)

Reward platform – discounts for over U

Development, training, andProfessional

Davies Innovation Lab

Job summary

Davies Group in Stoke-on-Trent is seeking a senior accommodation coordinator to manage sourcing, booking and invoicing for emergency and long-term accommodation for policyholders.

You will own a diverse WIP portfolio, coordinate with claims handlers, hotels and suppliers, and deliver cost-effective solutions under time pressure.

The role focuses on customer outcomes, problem-solving and regulatory compliance within FCA guidelines.

Qualifications

• Customer service skills are essential to handle policyholder interactions.
• Strong problem-solving abilities to resolve time-sensitive accommodation challenges.
• Excellent written and spoken communication in a professional setting.
• Advanced organisational skills to manage a high-volume caseload and prioritise tasks.
• Proficiency with Microsoft Office and data entry on internal systems.

Responsibilities

• Action accommodation instructions from claims teams via email and data entry.
• Source and book accommodation solutions to fit individual requirements.
• Appoint and manage our supplier network for accommodation and removals.
• Create and issue payment requests and manage payment runs with suppliers.
• Maintain ongoing contact with instructing party and policyholder through the life of the case.
• Support team leaders, coach new employees, and assist with ad hoc queries.

Skills

Customer service

Microsoft skills

Problem solving

Communication

Organisation & workload

Job description

Description

Location: Stoke-On-Trent

Hours: 37.5 hours per week

Why would you join Davies?

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work! You will be valued and supported and receive excellent benefits including but not limited to:

• Reward platform – discounts for over 800 retailers
• 25 days holiday (rising with service plus option to purchase up to 5 extra days a year!)
• Development, training, and professional qualifications

Davies Group are looking for a senior accommodation coordinator to join us who will be responsible for sourcing and booking emergency and long term accommodation and removals and storage for policyholders upon instruction from claims handlers, loss adjusters and direct insurance. You will take ownership of a diverse caseload, managing your own diarised work in progress (WIP) portfolio and overseeing bookings, extensions, invoices, and ongoing accommodation requirements from start to finish. A key aspect of the role will involve tackling complex and time-sensitive situations, identifying practical solutions to accommodation challenges, and resolving issues that may arise. You will work closely with our supplier network, corporate hotel chains, and estate agencies. The successful candidate will thrive in a fast-paced environment, demonstrate strong problem-solving abilities, and be confident in making informed decisions when managing challenging cases. You will play a vital role in delivering excellent customer outcomes by finding creative, efficient, and cost effective solutions, often under demanding circumstances.

What will your day look like:

• Actioning accommodation instructions from claims teams via email (data entry onto our system) Dealing with inbound and outbound calls to policyholders, hotels, estate agencies, and our suppliers
• Sourcing and booking accommodation solutions to fit individual requirements
• Appointing our supplier network to deal with accommodation and removals needs and managing preexisting supplier relations
• Creating and issuing payment requests to Accounts, and managing payment runs with specific suppliers
• Creating and issuing invoices and supporting Accounts during absences
• Maintaining contact with the instructing party and policyholder throughout the life cycle of the accommodation
• To act as a role model to all other team members and colleagues following and advocating the Davies business values
• Assist Team Leader as and when required and to deputise in their absence to support people development, work allocation and team performance
• To support and coach new employees on technical, process and soft skills
• To support the team with ad hoc queries and technical questions
• Actively adhere to and promote the principles of Consumer Duty and treating customers fairly (TCF) and operate within Financial Conduct Authority (FCA) guidelines

Knowledge and Abilities:

• Customer Service
• Microsoft skills
• Excellent problem-solving skills
• Great written and spoken communication skills
• Strong organisational and workload management skills, with the ability to manage a high volume caseload and prioritise

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

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.