Head of Major & Complex Loss

Introduction

 At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here.

We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work.

Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

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…