Job Description

Description

To lead and manage the Repairs & Total Loss team ensuring the efficient and timely progression of repair cases from initiation to completion. This role is responsible for optimising workflows, improving customer satisfaction, and ensuring compliance with service level agreements (SLAs) and regulatory standards.

What will your day look like:

Team Leadership & Operational Oversight

Lead, coach, and develop a high-performing team of Repair and Total Loss Settlement Handlers, fostering a culture of accountability, collaboration, and continuous improvement. Conduct regular performance reviews, providing constructive feedback and identifying training needs to support individual and team development. Oversee the end-to-end repair progression process, ensuring timely updates to systems, effective resolution of cases, and adherence to service level agreements (SLAs). Monitor and manage repair backlogs, escalations, and exceptions to maintain workflow efficiency and service quality. Manage storage reports to prevent unnecessary fees for clients by ensuring timely vehicle movement and resolution.

Stakeholder & Supplier Coordination

Liaise with internal departments such as scheduling, field engineers, and customer service to ensure seamless coordination across the repair journey. Build and maintain strong relationships with external suppliers, including recovery agents, salvage agents, repairers, and repairer networks, to support efficient service delivery. Collaborate with insurers, third-party suppliers, and other key stakeholders to ensure alignment and resolve issues promptly.

Performance, Strategy & Compliance

Monitor and manage repair costs, storage fees, and operational risks to ensure cost-effective service delivery. Track and report on key performance indicators (KPIs), using data insights to identify trends and drive continuous improvement. Contribute to the development and implementation of departmental strategies aimed at enhancing repair efficiency and customer outcomes. Ensure all activities comply with regulatory standards, company policies, and industry best practices. Identify trends and areas for improvement using data and analytics.

Customer Experience

Ensure a high standard of communication and service is maintained throughout the repair process. Handle complex or escalated customer issues with professionalism and empathy. Drive initiatives to enhance the customer journey and reduce complaints. Attend client meetings to represent the business.

Compliance & Quality Assurance

Ensure all repair activities comply with health and safety regulations, company policies, and industry standards. Conduct audits and quality checks on repair records and documentation.

Knowledge and Abilities:

Proven experience in a team leadership or management role, within a repair, maintenance, or service delivery environment. Strong understanding of repair workflows and customer service principles. Experience in Hire Management Excellent organisational and time management skills. Proficient in using repair management systems. Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills.

Key Competencies:

Leadership & People Management Customer Focus Process Improvement Communication Decision Making Accountability

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

About Davies

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.