Head of Major & Complex Loss

Overview

We’re looking for an experienced and dynamic leader to join our team as the Head of Major and Complex Loss
. In this senior role, you’ll lead a team of highly skilled loss adjusters, overseeing the management of high-value and complex property claims. Combining technical expertise, operational management, and strategic oversight, you’ll play a key role in delivering exceptional client outcomes and driving team performance.

This is a fantastic opportunity for someone with a strong background in property loss adjusting and leadership, who is passionate about achieving excellence in client service and team development.

• Lead and manage a team of Major and Complex Loss (MCL) adjusters, providing guidance, support, and performance oversight.
• Inspire, train, and motivate colleagues to maintain the highest standards of performance.
• Define clear systems and structures to ensure team members are effectively utilised and understand their roles.
• Foster a culture of continuous improvement, striving for excellence in client and customer service.

• Personally manage a portfolio of major and complex property loss claims from instruction to settlement.
• Ensure all claims are handled in line with company and client service standards and KPIs.
• Produce high-quality, personalised reports and correspondence.

• Build and maintain strong relationships with clients, brokers, and other stakeholders.
• Represent the organisation in the insurance market and at senior client levels, safeguarding the quality, integrity, and reputation of the business.
• Engage with existing clients to maintain and grow relationships, ensuring client satisfaction and retention.

• Provide strategic input to improve team performance and client outcomes.
• Collaborate with operational directors to ensure flexibility and responsiveness to fluctuating claim volumes.
• Deliver strong financial performance aligned with agreed budgets.
• Participate in tenders, presentations, and other business development activities.

• Demonstrate a high level of technical quality and service delivery.
• Chair technical meetings and seminars to enhance internal and external technical output.
• Identify, secure, and develop training materials to support team development.

• Proven experience in property loss adjusting and managing major and complex claims, with deep knowledge of commercial property claims.
• ACILA/FCILA professional qualification required.
• Demonstrated leadership or team management experience, with the ability to inspire, motivate, and develop a team of experienced professionals.
• Strong operational management skills, including designing systems and workflows.
• Excellent interpersonal, communication, and negotiation skills.
• Confidence in engaging with senior client stakeholders and representing the business at a high level.
• Strong written, verbal, and presentation skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Flexible and adaptable approach to work, with strong organisational skills.
• Full, clean driving licence.
• Eligible to work in the UK.

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top‑up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money…