Description
At Davies, people are at the heart of all they do. Their values state that they succeed together, making the business a great place to work.
This role is ideally suited to an experienced claims professional, quality assurance specialist, or auditor with broad claims knowledge who enjoys analysing performance, identifying improvement opportunities, and influencing positive change.
The position combines technical auditing, stakeholder management, coaching, reporting, and continuous improvement responsibilities to support high-quality claims outcomes and operational excellence.
The successful candidate will assess claims handling effectiveness, analyse claims and operational data, identify risks, and provide actionable recommendations that improve customer outcomes, financial performance, regulatory compliance, and operational efficiency.
Key Responsibilities
Audit and Quality Assurance
- Conduct technical, quality, and data audits across multiple claims operations
- Undertake internal audits in accordance with company audit policies, procedures, client requirements, and service level agreements
- Lead planned, ad hoc, and thematic reviews to assess claims handling quality and operational effectiveness
- Review claims files, processes, controls, and operational performance to identify strengths, weaknesses, trends, and risks
- Design and execute claims-focused quality assurance programmes and themed reviews
Analysis and Reporting
- Analyse claims data and operational information to identify trends, root causes, risks, and areas for improvement
- Source and manage audit sample populations and review schedules
- Produce detailed reports containing findings, conclusions, and practical recommendations
- Present audit outcomes and performance insights to stakeholders at all levels
- Monitor remediation activity and ensure corrective action plans are implemented successfully and within agreed timeframes
Stakeholder Management
- Build strong working relationships with operational leaders, business owners, relationship managers, and handlers
- Provide clear verbal and written feedback to claims handlers and management teams
- Engage stakeholders throughout the audit lifecycle to ensure transparency and collaboration
- Maintain independence while establishing trusted and effective business partnerships
Continuous Improvement and Development
- Identify opportunities to enhance claims processes, controls, customer outcomes, and operational effectiveness
- Support operational leaders in identifying training needs and capability gaps
- Coach and mentor less experienced colleagues, promoting knowledge sharing and professional development
- Support the implementation of quality improvement initiatives across claims functions
- Contribute to improved data quality, process compliance, and consistent claims handling standards
Skills, Knowledge & Expertise
Essential
- Proven experience in UK (including Scotland and NI) insurance claims handling, auditing, quality assurance, or a related technical claims role
- Strong understanding of one or more of the following: Casualty claims – EL/PL/3rd Part Property damage & CAR, Motor Personal Injury claims, Disease claims, Professional Risks/Med Mal
- A good understanding of UK Policy/Indemnity coverages
- Experience conducting audits, reviews, or quality assurance assessments with minimal supervision
- An understanding of UK Law, regulatory and compliance procedures
- Strong analytical and critical-thinking skills
- Excellent attention to detail
- Ability to identify risks and recommend practical improvements
- Strong report-writing, presentation, and communication skills
- Experience presenting findings and recommendations to stakeholders at all levels
- Ability to develop, monitor, and drive corrective action plans through to completion
- Experience working with claims data and audit sampling methodologies
- Well-developed organisational and time management skills
- Computer literacy and proficiency in Microsoft Office applications
- Ability to work effectively in both hybrid and office-based environments
Desirable Skills and Experience
- Experience performing quality assurance within insurance claims operations
- Team leadership, supervisory, coaching, or mentoring experience
- Advanced Excel and analytical tool capability
- Relevant insurance industry qualifications
- Understanding of responsible and ethical use of Artificial Intelligence within business processes
Benefits
- Exclusive Rewards Platform – Enjoy discounts at over 800 retailers
- Generous Holiday Allowance – Start with 25 days of holiday, in addition to UK bank holidays, with the potential to increase over time and the flexibility to buy up to 5 additional days per year
- Professional Growth – Benefit from ongoing development opportunities, training programs, and support in obtaining professional qualifications