Customer Claims Controller

Aioi Nissay Dowa Europe; Forest Hall; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual leave

Discretionary bonus

Private medical insurance

Life assurance

Wellbeing support

Pension

Flexible benefits

Job summary

Aioi Nissay Dowa Europe is recruiting a Customer Claims Controller to join the Newcastle team on a hybrid basis, 37.5 hours weekly. You will support the Customer Claims leadership, driving service quality and performance across the department and delivering key projects.

In this role you’ll leverage strong organisational and analytical skills to manage own time, support teams and embed new ways of working to achieve excellent customer outcomes.

Qualifications

• Significant experience in motor claims operations and leadership.
• Proven ability to coach and challenge teams and managers.
• Strong analytical and problem-solving skills with MI usage.

Responsibilities

• Lead operational performance using MI and insight to improve service, productivity, quality and outcomes.
• Drive consistency in claims handling, processes, authority and QA across teams.
• Provide operational support to Team Managers and drive accountability and outcomes.
• Embed coaching and capability frameworks to develop knowledge, skills and authority.
• Lead the operational delivery of initiatives like eNOL, Talkdesk and File Ownership.
• Identify risks and opportunities and use insight to reduce customer effort and claims leakage.

Skills

Motor claims operations

Team leadership

Analytical skills

Stakeholder management

Change and transformation

FCA/Consumer Duty knowledge

Education

CII or equivalent

Job description

We are recruiting for a Customer Claims Controller to join our team based in Newcastle, on a hybrid basis, working 37.5 hours per week.

You’ll play a key role within the Customer Claims leadership team, helping to drive consistent service, quality and performance across the department, while supporting the delivery of key projects.

We’re looking for someone with strong organisational and analytical skills, who can manage their own time effectively, support our teams and help embed new ways of working to deliver great outcomes for our customers.

Responsibilities

• Lead operational performance Oversee Customer Claims performance, using MI and insight to drive service, productivity, quality and customer outcomes.
• Drive consistency and quality Ensure consistent claims handling, processes, authority and QA standards across all teams.
• Support Team Managers Provide operational support and constructive challenge to Team Managers, driving accountability, performance and customer outcomes.
• Lead coaching and capability Embed the Coaching and Claims Capability Frameworks, ensuring consistent development of knowledge, skills, behaviours and authority.
• Embed change and transformation Lead the operational implementation of key initiatives such as eNOL, Talkdesk and File Ownership, ensuring successful adoption into BAU.
• Manage risk and drive improvement Identify operational risks and improvement opportunities, using insight to reduce customer effort, failure demand, rework and claims leakage while maintaining regulatory and Consumer Duty standards.

Knowledge, Experience and Qualifications

• Significant experience in motor claims operations, ideally in a Team Manager or operational leadership role.
• Strong knowledge of claims processes, quality standards, authority frameworks and FCA/Consumer Duty requirements.
• Proven ability to influence, coach and challenge teams and managers without direct line management responsibility.
• Experience of embedding change and transformation within a fast-paced claims environment.
• Strong analytical and problem-solving skills, with experience using MI to drive performance and customer improvements.
• Excellent communication and stakeholder management skills, with the ability to build credibility and influence at all levels.
• Relevant professional qualifications in insurance, claims or leadership are desirable, such as CII or equivalent.

Why Join Us?

We're committed to your growth, providing the support to excel in your current role whilst offering opportunities to step into new challenges and drive your career forward.

We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:

• Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
• Unmatched Work-Life Balance.
• Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.

We champion choice, flexibility, and balance in both work and home life. Our commitment to diversity, equity, and inclusion ensures everyone feels valued and supported — including embracing neurodiversity and providing the tools needed to thrive.

Our community’s unwritten rule is to be as flexible as we can be. We understand life happens, and on

We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle. We offer:

• Up to 28 Days annual leave with the option to buy/sell up to 5 days holiday*
• 10% Discretionary Annual Bonus*
• Healix Private Medical Insurance Options*
• 3 x Annual Salary Life Assurance*
• Health and Well-being Support: Including money back on health expenses (optician, dental, physio), free flu jab voucher, 24/7 virtual GP service, employee assistance programme, and enhanced family-friendly policies (e.g. £200 baby bonus).
• Financial and Lifestyle Benefits: Offers £250 towards driving lessons*, interest-free season ticket loan*, cycle scheme with discounts, Wagestream for financial flexibility*, and pension advisory services for retirement planning.

* Subject to company performance and completion of probation

Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics)

At AND-E, equal opportunity is more than a policy—it’s a promise. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or any other protected characteristic.

Reasonable adjustments: If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help