Hi Bethany, as a Team Manager in our Property Desk support team, customer service must play a big part in your day-to-day. Can you please tell us a bit about your role and what a typical day looks like for you?

My role is incredibly varied, but the needs of both our customers and my team are always at the centre of what I do. Alongside my Senior Handler, I oversee all incoming claims into the FNOL team, ensuring that they are processed efficiently and with care.

A big part of my job is looking after my team. Their wellbeing is really important to me. I believe that when my team feels valued and supported, they’re empowered to deliver the best possible service. I spend a lot of time supporting their growth and development, whether that’s through feedback and coaching, or just being there for a chat when they need it.

I’m always on the lookout for ways we can make the FNOL journey better for our customers. If there’s a way to make things smoother or quicker, I’m all for it. I also work closely with the other Property Desk Team Managers—we’re a collaborative bunch, always sharing ideas and helping each other out.

And of course, I make sure our FNOL handlers are delivering great customer service, with plenty of empathy and patience. At the end of the day, it’s all about making sure both our customers and our teams feel supported and valued.

Can you tell us a bit more about the FNOL Zone?

The FNOL Zone was introduced in 2024 as an exciting new initiative within Property Desk, and we are already fast approaching our first anniversary! Following the successful launch of the zone last December, we now service incoming claim notifications for nine clients.

The idea behind the FNOL Zone was to ringfence those all-important triage conversations to one dedicated team of FNOL Handlers, so that our customers get a consistent and focused approach right from the start of their claims journey.

A crucial focus for us when forming the team, was to remove any barriers to claim. We wanted to make thing as easy as possible for our policyholders, offering support from the moment they get in touch. It’s all about customers having a great first impression of Davies and feeling confident that they are in safe hands.

By pulling together a team solely responsible for the triage of our incoming claim notifications, we have created an environment that removes a lot of the time-pressured tasks that can become a distraction. This enables our FNOL handlers to really focus on each customer interaction, taking their time to listen, understand, and capture crucial claim details. It means we can demonstrate real patience and compassion, being there for people when they need us the most. Through our interactions with policyholders, we are also able to spot any vulnerabilities or special requirements early on, so that we can ensure the claims journey is tailored to their needs.

For most people, having to make an insurance claim can be a stressful time, our role is to ease that burden by offering guidance, clarity and reassurance.

How has implementing the FNOL Zone impacted the service delivered for policyholders?

The FNOL Zone has had a really positive impact, since the launch we have seen a real uplift in our service delivery. There has been a notable increase in our NPS score, with FNOL specific interactions now reaching an all-time high score for us. This is an amazing achievement and is a direct reflection of the team’s hard work.

We’ve received loads of positive customer feedback, with customers commenting on how clear the process is, how well expectations are set, and how supported they feel from the very start. They’ve also praised our handlers for being helpful, polite, professional, and making what can be a stressful situation feel uncomplicated and easy to understand, which is exactly what we aim for.

Empathy plays a huge part in what we do. Our handlers take the time to understand each customer’s circumstances and offer reassurance when it’s needed most. That first conversation can really set the tone for the whole claim journey, so we make sure it’s a positive one.

It’s also created a great team environment. Everyone supports each other and shares the same goal: doing the right thing for the customer. That sense of teamwork and pride in what we do really shines through in the service we deliver.

How do you keep your team motivated to deliver for the customer every day?

I’m really lucky to work with such a great team, they genuinely take pride in what they do, and that makes my job a lot easier! One of the most impactful ways I’ve found to keep everyone motivated is by sharing our wins. Whether it’s a glowing piece of customer feedback, an individual handler hitting a milestone, or the whole team pulling together to deliver something brilliant, I’m a huge believer in celebrating a job well done and saying thank you for the hard work that goes into it.

I also like to make sure that the team understand the impact they can have on a customer’s claim journey. Each new claim we receive isn’t “just another claim”, it’s often the worst thing that customer is dealing with at the moment. No matter what the customer is claiming for, it’s a big deal to them, and our team can make that experience a little less stressful. It’s all about helping the team to see the bigger picture. They’re not just handling claims; they’re helping people through tough moments.

I always make sure to thank my team for their hard work, and hope they know how appreciated they are!

And finally, what does providing good customer service mean to you?

For me, delivering good customer service is recognising that every customer is different, and no two conversations are the same. Everyone we speak to needs something different from us – whether its reassurance, clear guidance, or just someone to listen. It’s our job to adapt and make sure the service we’re delivering really works for them.

Delivering a truly great customer experience involves taking the time to understand and adapt to your customer and always remembering that there is human being behind every interaction.

To find out more about our Property Desk team and how we can support your business and customers, get in touch.

Laura Harvey
Director – Head of Property Desk
laura.harvey@davies-group.com