Head of Claims Delivery

Head of Claims Delivery

Job Location:

United Kingdom Job Type: Permanent Remuneration:
Competitive salary taking into account skills, experience and qualifications

Lead Operational Excellence Across Our Subsidence Claims Technician Function

This is an opportunity to lead the operational delivery of our Subsidence Claims Technician function, developing Operations Managers, creating consistent performance standards and ensuring claims are progressed with pace, quality and clear ownership. As Head of Claims Delivery, you will translate business priorities, client commitments and service standards into clear objectives, while building the capability, accountability and resilience needed to maintain excellent service during periods of increased demand.

You will work closely with the Head of Consultancy and the wider Subsidence leadership team, strengthening the partnership between Claims Technicians and Building Consultants and championing excellent customer, client and colleague outcomes throughout the claims journey.

• Leadership & Accountability
  - Lead, coach and hold accountable the Operations Managers responsible for Claims Technician teams, creating a strong and consistent leadership community.
• Operational Performance
  - Own the operational performance of the Claims Technician function, translating business priorities, client commitments and service standards into clear team objectives.
• Claim Progression
  - Drive claim progression and workload control across the portfolio, with particular focus on ageing, customer contact, outstanding actions, complaints, service levels and claim lifecycle.
• Performance Management
  - Establish a disciplined performance rhythm using management information, dashboards and case-level insight to identify risks, remove blockers and secure corrective action.
• Consistent People Leadership
  - Ensure Operations Managers apply a consistent approach to colleague objectives, one-to-ones, quality conversations, appraisals, attendance, wellbeing, conduct and performance management.
• Capability & Succession
  - Build technical and operational capability through structured coaching, training, succession planning and clear career pathways for Claims Technicians and Team Seniors.
• Customer & Client Excellence
  - Champion customer and client excellence by embedding ownership, effective communication, vulnerability awareness and timely complaint resolution throughout the claims journey.
• Operational Partnership
  - Work closely with the Head of Consultancy and wider Subsidence leadership team to maintain effective partnership between Claims Technicians and Building Consultants, with clear hand-offs and shared accountability for progression.
• Capacity & Surge Planning
  - Lead capacity, resource and surge planning for the Claims Technician operation, flexing workloads and support in response to changing claim volumes.
• Continuous Improvement
  - Promote continuous improvement, digital adoption and simplified working practices, while ensuring people remain accountable for decisions and customer outcomes.
• Governance & Control
  - Maintain strong operational governance, including quality assurance, audit readiness, financial controls, regulatory requirements and adherence to client-specific processes.
• Leadership Representation
  - Represent Claims Delivery in client, operational and leadership forums, communicating performance, risks, recovery plans and improvement activity with clarity and confidence.

• Leadership
  - Operations Managers operate as a cohesive, high-performing leadership team with clear ownership and consistent management standards.
• Performance
  - Claims Technician performance is visible, actively managed and improving across service, quality, productivity, customer and financial measures.
• Progression
  - Claims are progressed proactively, with reduced avoidable delay, stronger communication and earlier intervention on at-risk cases.
• Colleague Capability
  - Colleague capability, engagement and retention are strengthened through clear expectations, regular coaching and credible development pathways.
• Operational Resilience
  - The operation has a tested capacity and surge model that protects priority customer and client outcomes.
• Client Confidence
  - Client stakeholders have confidence in the control, transparency and continuous improvement of the Claims Delivery function.

• Senior Operational Leadership
  - Substantial experience of leading managers and large customer service or claims handling teams.
• Performance Delivery
  - Demonstrable success in driving performance through clear measures, structured governance, coaching and decisive intervention.
• Insurance Claims Experience
  - Strong insurance claims experience. Subsidence claims experience is highly desirable and the ability to quickly understand the end-to-end subsidence journey is essential.
• Visible & Inclusive Leadership
  - An organised, visible and inclusive leader who can set direction, build…