Motor Customer Claims Manager

• Lead the delivery and shape the future of the customer motor claims journey
• Guide a specialist team and influence improvements across claims, engineering and supply teams
• Hybrid 80% homeworking and 20% from York, Bristol or Stratford Upon Avon

At NFU Mutual, you’ll lead the delivery of our strategy for customer motor claims. This is a delivery focused role with the opportunity to shape the full customer journey and build on our reputation for excellent claims service across a multi channel environment.

Working across claims operations, engineering, supply teams and senior stakeholders, you’ll design and implement claims handling strategies that improve service, customer outcomes and business performance. You’ll use performance information to identify trends, manage the claims portfolio and support financial performance, while maintaining technical and regulatory standards and effective control of claims costs.

As our subject matter expert for customer motor claims, you’ll help shape digital claims journeys and processes, respond to market and regulatory developments, and drive continuous improvement. You’ll also lead and develop a team of three technical specialists, setting clear expectations and creating a strong customer focused culture.

This role is based in one of our regional offices in York, Bristol or Stratford Upon Avon. However, we understand how important a positive work life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home.

You’re an accountable and forward thinking motor claims professional who makes sound decisions, takes initiative and prioritises effectively. You build trusted relationships, engage stakeholders at every level and influence others to deliver change, fair customer outcomes and improved performance.

• Strong knowledge of the end to end motor claims journey, including total loss, engineering, repair processes and non fault recovery approaches
• Experience analysing performance data and turning insight into practical improvement strategies
• Proven relationship management and influencing capability across senior, operational and specialist stakeholders
• Experience leading customer journey improvements in a multi channel environment, ideally including digital claims programmes
• Market knowledge and presence within motor claims, gained within an insurer or a relevant accident management, fleet or outsourced claims provider

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary – Circa £75,000 depending on experience
• Annual bonus (up to 25% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 28 days annual leave + bank holidays + buy/sell/save holiday…