Customer Support Subsidence

Overview

As Subsidence Claims Manager you will lead and coordinate the end-to-end management of subsidence claims, focusing on mitigation and repair phases to secure efficient outcomes. You will work with customers, contractors and insurers to drive proactive claim progression, cost control and timely repairs, while upholding high service standards. The role sits within a supportive team and aims to deliver fair customer outcomes and robust claim handling that aligns with Davies’ mission and frameworks.

Pay / Benefits

• Pension with employer contribution
• Life assurance x4
• 25 days holiday (26 after 5 years, 27 after 10)
• Flexible working
• Wellbeing initiatives and EAP

Responsibilities

• Communicate with customers, contractors and insurer clients via phone, email and written correspondence
• Produce technical reports to meet SLAs
• Manage daily tasks and coordinate third-party contractors for vegetation removal and drain repairs
• Update and create building repair scopes using the in-house schedule of rates
• Assess contractor estimates and negotiate cash settlements with policyholders
• Oversee panel contractors, manage repair schedules and costs
• Settle claims under delegated authority
• Maintain high personal competence and adhere to company systems and procedures
• Update claim information in the relevant claims IT system
• Promote the principle of Treating Customer Fairly

Key requirements

• Subsidience/buildings insurance claims experience or extensive trade experience (5+ years)
• Strong communication and organisation skills
• High standard of customer service
• Computer literate with good verbal/written communication (GCSE English grade C or equivalent)
• Ability to thrive in a fast-paced, target-driven environment
• Positive, flexible, adaptive, self-motivated team player
• Attention to detail and problem-solving abilities
• Knowledge of subsidence in relation to insurance claims and managing technical building claims
• Experience with Claims Handling and excellent telephone skills
• Strong customer service orientation and computer literacy
• Articulation and workload organisation能力

• Effective communication
• Organisational skills
• Customer-focused
• Subsidence claims understanding
• Managing technical building claims
• Claims handling processes

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