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.
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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.

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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

Applied

Video Assessment

CV Review

Initial Phone Call

Interview

Offer

Hired