Customer Claims Controller

Aioi Nissay Dowa Europe Limited; Newcastle upon Tyne; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Annual leave

Bonus

Private medical insurance

Life insurance 3x salary

Pension advisory

Job summary

Aioi Nissay Dowa Europe Limited is seeking a Customer Claims Controller to join our Newcastle team on a hybrid basis, 37.5 hours per week. You will lead operational performance, shape QA standards, and support Team Managers to deliver outstanding customer outcomes.

Ideal candidates will have significant motor claims experience, strong analytical skills, and the ability to influence across levels without direct reports. Enjoy competitive benefits and a flexible work culture in the UK.

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 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.
• Relevant professional qualifications in insurance, claims or leadership (e.g., CII) desirable.

Responsibilities

• Oversee Customer Claims performance, using MI and insight to drive service, productivity, quality and customer outcomes.
• Ensure consistent claims handling, processes, authority and QA standards across all teams.
• Provide operational support and constructive challenge to Team Managers, driving accountability, performance and customer outcomes.
• Embed the Coaching and Claims Capability Frameworks, ensuring consistent development of knowledge, skills, behaviours and authority.
• Lead the operational implementation of key initiatives such as eNOL, Talkdesk and File Ownership, ensuring successful adoption into BAU.
• 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.

Skills

Organisational skills

Analytical skills

Communication

Stakeholder management

Coaching

Leadership

Change management

Education

CII or equivalent

Tools

eNOL

Talkdesk

File ownership

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.