Claims Manager (Equine, Pet and Specialist)

NFU Mutual; England; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading financial services provider is seeking a Claims Manager to lead teams in York and Belfast. This role involves delivering exceptional customer service and driving continuous improvement within Claims divisions. The ideal candidate will have strong leadership skills and experience in a customer-focused environment. The position supports a hybrid work model, allowing up to 60% home working, with competitive benefits including a salary up to £65,000 and annual bonuses.

Benefits

Salary up to £65,000

Annual bonus up to 25% of salary

Contributory pension scheme

28 days annual leave + bank holidays

Private medical insurance

Contribution to gym membership

Employee Volunteering

Life Assurance cover of 4 x salary

Employee discounts on insurance policies

Qualifications

• Proven track record in managing a customer-focused team.
• Experience in driving improvements and managing change.
• Ability to inspire and develop a team.

Responsibilities

• Lead high-performing Claims teams to deliver customer service.
• Drive operational excellence across regional teams.
• Develop and implement departmental plans for claims.

Skills

Leadership and people management

Knowledge of General Insurance principles

Exceptional customer service

Continuous improvement

Communication and collaboration

Proactive mindset

Education

Relevant professional qualification (e.g., ACII, ILM)

Job description

• Lead and inspire high-performing Claims teams to deliver exceptional customer service for one of the UK’s leading Financial Services providers within their Equine, Pet and Specialist Claims divisions - in York and Belfast
• Drive continuous improvement and operational excellence across these regional teams in York and Belfast
• This role operates on a hybrid basis: up to 60% of your working week may be worked from home, with the remaining 40% in the office. Office attendance will be required in both our York and Belfast offices.

About the role:

As a Claims Manager, you will lead, plan, and monitor the delivery of first-class customer service across our Regional Service Centres in York and Belfast for Equine, Pet and Specialist claims. You’ll play a pivotal role in achieving both regional and corporate objectives, ensuring quality, compliance, and outstanding customer experiences.

You’ll develop and implement departmental plans, champion people management practices, and foster a culture of engagement, talent development, and collaboration. Your focus will be on driving productivity, continuous improvement, and effective resource utilisation, while building strong relationships with internal teams, agents, suppliers, and industry bodies.

About you:

With a proven track record of leading and managing a team within a customer-focused, and performance-driven environment, you will bring:

• Strong leadership and people management skills, with the ability to inspire and develop teams
• Knowledge of General Insurance principles, processes, and procedures
• A passion for delivering exceptional customer service and achieving ambitious goals
• Experience in driving continuous improvement and managing change
• Excellent communication, collaboration, and influencing skills
• A proactive, self-motivated mindset, matched with the ability to embrace new technology and systems
• A relevant professional qualification (e.g. ACII, ILM) is desirable

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.

Benefits and Rewards:

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

• Salary – up to £65,000
• 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 trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Private medical insurance + options to add family members
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership – subject to T&Cs
• Health and wellbeing plan - cashback for dentist, opticians, physio and more
• Employee Volunteering - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual:

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.