Claims & Quality Assurance Manager in London

Who are we?

At TBRN our expertise lies in property claims management, with quality building repairs via our contractor network at the heart of what we do. We support a range of businesses including insurers, managing general agents, loss adjusters, solicitors, third‑party administrators and self‑insured entities in managing the entire process of a property claim. Our skilled workforce is made up of surveyors, engineers and claims handlers who efficiently and effectively determine the most appropriate settlement route, proactively manage the lifecycle of the claim along with the claim cost, manage customer expectations and ensure brand protection for our clients.

The Opportunity

We are seeking a claims and quality assurance manager to support the ongoing development and maintenance of high‑quality standards across the business. This role plays a key part in identifying gaps in quality and supporting directors and managers in addressing those gaps, ensuring that all client outputs are professional, accurate, and aligned to individual client needs. There is a strong focus on providing feedback, coaching and practical support to help people develop and maintain high‑quality outputs. This is a senior, non‑line‑management role, providing technical oversight, peer review, quality assurance and acting as a point of escalation and referral for claims‑related matters.

Key responsibilities

• Quality Assurance & Review
  • Carry out detailed checks on reports exceeding individual employee Delegated Authority (DA) limits prior to release, ensuring accuracy, correct format, appropriate language, claims terminology, and grammar.
  • Provide clear, constructive feedback to employees on report quality and technical accuracy, supporting continuous improvement and professional development.
  • Conduct monthly Internal Quality Reviews (IQRs) on both “in‑flight” and closed claims, producing reports in an agreed format for directors and senior management.
  • Act as a point of escalation for claims‑related matters, providing technical guidance and support.
  • Provide cover undertaking reviews of proposed cash settlements that exceed internal DA limits, prior to offer (during management holidays and absence).
• Training & Development
  • Assist in identifying individual and business‑wide training needs based on quality reviews, performance feedback, and emerging trends.
  • Provide ongoing coaching, guidance, and constructive feedback to employees to support improvements in report quality, technical decision‑making, and overall performance.
  • Support the development of training plans and materials in conjunction with managers and senior stakeholders.
• Support, Complaints & Client Engagement
  • Act as a general point of referral and “voice of experience” for employees, with more complex technical matters escalated to senior management as required.
  • Participate in Complaints Team meetings and assist both employees and clients with complaints management (supporting role, not overall responsibility).
  • Attend client review meetings where appropriate to support quality discussions and feedback.

About you

The role would suit someone with significant property claims experience and a strong focus on quality, who is looking for a desk‑based position where they can use their expertise to review work, provide constructive feedback and support the development of others, rather than manage their own caseload. We are looking for:

• Strong experience in a quality assurance, technical assurance, or senior property claims role.
• Excellent attention to detail with a strong understanding of report standards, claims terminology and quality frameworks.
• Confidence providing constructive feedback and influencing quality improvements without direct line management authority.
• Comfortable working with senior stakeholders, including clients.
• Strong communication skills, both written and verbal.
• Able to balance technical review, advisory support, and coaching responsibilities.

Why join us

• Opportunity to play a key role in shaping and maintaining quality standards across the business.
• Senior‑level exposure without direct people management.
• Collaborative working environment with directors and senior stakeholders.
• A role with real influence on performance, development and client outcomes.

The package

Location – applicants are invited nationwide as we are flexible around the role being based fully remotely (home working), at our office or a hybrid of the two. Our offices are at Moreton, Wirral. The salary range is circa £40,000 to £50,000. Usual working hours are Monday to Friday, 37.5 hr week. Starting annual leave entitlement of 31 days (including...