FNOL Claims Handler

Davies; Hanley; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Pension 5% employee and 5% employer

Life assurance 4× salary

Cycle to Work Scheme

Lease car salary sacrifice

Davies Incentive Plan

Dress for your day

Flexible benefits & health plans

Job summary

Davies is recruiting a FNOL Claims Handler to join our Property team in Stoke-on-Trent. You will be the first point of contact, gathering detailed claim information by phone, email or claims forms, and guiding clients through the process with empathy.

The role is on-site in Stoke, full-time (37.5 hours/week), and offers development opportunities within a supportive team and finance-related benefits as part of a leading international insurer.

Qualifications

• Customer service skills to be the voice of Davies and deliver empathetic service.
• Ability to thrive in fast-paced environments and deliver swift outcomes.
• Attention to detail to capture complete and accurate claims information.
• Proactive attitude to drive positive change in the claims process.
• Adaptability to handle challenging conversations with professionalism.

Responsibilities

• Be the first point of contact when a customer reports a claim.
• Take accurate and detailed information about new claims via phone, email or forms.
• Manage inbound calls and make outbound calls to gather information.
• Ensure accuracy with strong questioning to capture all claim details.
• Provide friendly, professional and empathetic customer service.
• Send welcome packs outlining the steps of the claim.

Skills

Customer service

Fast-paced environment

Attention to detail

Proactive attitude

Adaptability

Job description

FNOL Claims Handler

Application Deadline: 30 October 2026

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Reporting To: Team Manager

Description

Location: On-Site, Stoke-on-Trent, ST1 3DH

Full-Time: 37.5 hours per week

Interested in starting a career in an international insurance company? Look no further! Davies is seeking a Claims Handler for First Notification of Loss to join our successful Property team in our Stoke office.

This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our clients.

What will your day look like:

• The Claims Handler (FNOL) will be the first point of contact when a customer needs to make a claim
• You will be responsible for taking accurate and detailed information about new claims which will be reported by telephone, email or by electronic claims forms
• Managing inbound calls and making outbound calls to take information
• Accuracy and excellent questioning techniques a must to get every piece of the claims detail on all claims reported
• Customer focus is key and you will need to show excellent customer service through your friendly, professional and empathetic telephone manor
• You will be responsible for sending out welcome packs to customers detailing the steps of their claim

Knowledge and Abilities:

• Customer Service Skills Needed: As a great communicator, you'll be the voice of Davies. Your empathetic service will leave a lasting impression on our customers.
• Thriving in Fast-Paced Environments: Embrace challenges and deliver swift outcomes
• Attention to Detail: Excellence lies in the little things.
• Proactive Attitude: We love enthusiasm! Be the driving force behind positive change.
• Adaptability: Challenging conversations? No problem. You handle them with grace and professionalism.

Benefits

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