Senior Claims Handler

Final date to receive applications: 17 July 2026

Department: Claims Management

Location: Stoke On Trent - ST1 3DH

Full Time: 37.5 hours per week

Davies are looking for a Senior Claims Handler to join our Property Claims team in Stoke. As a Senior Claims Handler, you will manage technically complex and high‑profile claims, and will provide support and assistance to all team members in relation to any technical queries and development needs along with supporting the team leader in overall delivery of team objectives.

• 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
• 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 deputise in their absence to support people development, work allocation and team performance
• Support and coach new employees on technical, process and soft skills
• Support the team with ad‑hoc queries and ensure all technical referrals (including repudiations and recovery abandonments) 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

• 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

• 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 health cash plan and BUPA dental plan