Senior Claims Handler

Application Deadline: 30 July 2026

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Description

What will your day look like:

• Correspond with Policy Holders, Clients & Brokers via telephone, email and post in an efficient and professional manner
• Review data including policy wording to set up new claims, appoint contractors and to update claims on internal systems and make appropriate decisions on validation or repudiation
• Manage personal allocation of claims, post and diary work in a timely and efficient manner
• Handle claims in line with client specifications and the appropriate service standards while providing a high level of customer care
• Issue payments to policy holders and suppliers for settlement within an agreed delegated authority
• Compile information to review complex claims and complaints cases
• Perform on-going reviews of Work in Progress (WIP) in view of reducing lifecycle of claims and reducing overall caseload
• To act as a role model to all other team members and colleagues following and advocating the Davies business values
• Assist Team Leader as and when required and to deputise in their absence to support people development, work allocation and team performance
• To support and coach new employees on technical, process and soft skills
• To support the team with ad hoc queries and ensure all technical referrals (including repudiations and recovery abandonments) presented are answered via coaching and mentoring the individuals.
• Actively adhere to and promote the principles of treating customers fairly (TCF) and operate within Financial Conduct Authority (FCA) guidelines
• Proactively identify new ways of working to enhance process, procedure and customer experience

Knowledge and Abilities:

• Good level of experience in Property claims handling
• Working toward CILA Qualification would be preferred but not essential
• Good level of IT skills including a good understanding of Word and Excel
• Excellent telephone manner
• Excellent written and verbal communication
• Ability to work to deadlines whilst prioritising workload
• Must be able to multi-task in a fast-paced environment

Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications 
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups 
• Employee volunteering programme 

• 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

• 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; hybrid, work from home or join a collaborative office space
• 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