Tracy Davies Email and Phone Number

All types of insurance claims

Change management following purchase of CHUK Implementation of new FSA guidelinesComplaint management and metricsDay to day management of the department including delivering team updates, individual one to one sessions HR matters such as discipline and absence management, designing and implementing training, coaching and performance management. Quarterly reviews and annual performance reviews also undertakenCreation of DCHS Rods and Plumbing Operations manualsManagement of DCHS profit and loss accounts including OPEX/Costs. This P & L currently runs at a value of £3.5 million Input into the Dyno 3 year business plan and development of the DCHS business plan. Setting of team and individual targetsCreation and delivery of nationwide training in respect of claims handling and IT systemsCreation and delivery of development days Creation of SLA and KPI for handlers, administrative staff and Network Creation of audits to include claim, fraud indicators, repair. Creation of NSAT, CSAT, EMPSAT (satisfaction reports) Creation and Management of surge event plan Creation, management and presentation to Senior leadership of scorecard in respect of FSA TCF requirementsCreation of technical guidance notes in respect of repairs and repair typeMonthly “deep dives” into varied sections of the business and also for the insurers for whom we act as approved supplier Claim referral and handlingStrategic development of DCHS following changes arising from DEFRA implementation2007 - 2009 Manager Shared Drainage Repair Projects Designing and implementing claims handling proceduresClaims Handling and Insurer Negotiations Hosting public meetings and preparing and delivering presentations Project planning and estimating 2005 – 2009 Manager: Cunningham Lindsey Loss Adjusters accountClaims HandlingInsurer Negotiations Delivering KPI’s and financialsPreparation of MI and management forecasts Staff training in IT systems and call handling