Location: Birmingham
Shift pattern: Full-time 37.5 hours per week
Role Purpose
To provide day-to-day support to the Pending Team Manager while ensuring pending referrals are actively managed and progressed. The Motor Hire Senior acts as a senior point of contact within the team, supporting operational performance, maintaining quality standards, handling escalations, and providing guidance to team members. In the absence of the Manager, the Senior will assume responsibility for workload coordination and operational oversight.
Operational Support
- Support the management of the Pending Team's daily workload.
- Ensure referrals are worked within agreed service levels.
- Monitor pending queues and prioritise urgent cases.
- Ensure VIP referrals are reviewed daily.
- Help drive conversion opportunities across the team.
- Support with workload allocation during busy periods.
Customer & Referrer Management
- Handle complex customer and referrer enquiries.
- Assist with challenging conversations and objections.
- Ensure accurate updates are provided to referrers.
- Escalate issues requiring management intervention.
- Support excellent customer service delivery.
Quality & Compliance
- Review referrals to ensure quality and accuracy.
- Support compliance checks and process adherence.
- Ensure security documents are reviewed and stored correctly.
- Monitor system notes and record keeping standards.
- Support quality monitoring activity and provide feedback.
Team Support
- Act as a point of contact for team members.
- Assist with coaching and knowledge sharing.
- Support the onboarding and training of new starters.
- Provide guidance on processes and procedures.
- Support team engagement and morale.
Management Support
- Assist the Pending Team Manager with reporting and administration.
- Monitor team workloads and service levels.
- Support performance management activities.
- Cover management responsibilities during periods of absence.
- Escalate operational risks and issues where required.
Essential
- Strong customer service experience.
- Excellent communication skills.
- Ability to prioritise and organise workloads.
- Strong attention to detail.
- Problem-solving and decision-making skills.
- Ability to coach and support colleagues.
- Good understanding of booking and referral processes.
Desirable
- Previous experience within vehicle hire, claims, insurance, or accident management.
- Experience acting as a senior or mentor within a team.
- Understanding of performance management and quality processes.
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.
