Head of Claims Service Delivery

NFU Mutual; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading UK insurance provider is seeking a Head of Claims Service Delivery to lead and energise high-performing teams across multiple sites. This strategic role involves driving operational excellence and continuous improvement while ensuring a consistent and exceptional customer experience. The successful candidate will have proven experience in managing large-scale claims operations and a relevant insurance qualification. This role offers a competitive salary and a comprehensive benefits package.

Benefits

Basic Salary: £80,000 - £100,000

Annual bonus (up to 33% of salary)

Car allowance of £7,000

Contributory pension scheme, up to 20%

28 days annual leave + bank holidays

Private medical insurance family cover

Health and wellbeing plan

Employee Volunteering opportunities

Unlimited access to Refer a Friend bonus scheme

Life Assurance cover of 4 x salary

Qualifications

• Proven and recent technical expertise in leading large-scale, multi-site claims operations.
• Experience in managing leaders and guiding teams to achieve operational excellence.
• Strong understanding of the UK general insurance market trends.

Responsibilities

• Lead teams in regional service centres, overseeing approximately 140 employees.
• Drive continuous improvement and support resourcing plans and cost targets.
• Build strong relationships with internal teams and external partners.

Skills

Operational excellence

Leadership

Collaboration

Continuous improvement

Performance management

Education

Relevant insurance qualification (e.g., ACII, Dip CII, or equivalent)

Job description

Head of Claims Service Delivery – Injury, & Claims Validation

• A Senior leadership role with an award-winning organisation and Which? Insurance Brand of the Year for 4 consecutive years
• Drive and shape the future of Injury and Claims Validation
• A national role covering sites across York, Bristol, Stratford upon Avon and Belfast with regular travel and hybrid homeworking

About the role

We’re seeking a senior leader who thrives on operational excellence and inspires and energises high-performing teams to achieve exceptional outcomes. Reporting to the Head of Service Delivery, you will lead teams in our regional service centres, overseeing approximately 140 employees across multiple sites through a management team of three direct reports.

In this pivotal role, you will bring drive, passion and purpose to your teams. You will hold end-to-end accountability for performance, service quality, and financial delivery, ensuring teams are empowered and equipped to make decisions that achieve excellent member outcomes.

Your focus will include, driving continuous improvement, supporting resourcing plans and cost targets, and influencing company-wide change initiatives. You will ensure emerging risks and market trends are reflected in future planning.

Collaboration will be central to your success. You will build strong relationships with internal teams, head office, external partners, and industry bodies to drive consistency, share best practices, and maintain exceptional customer experience. You will promote innovation, and lead Department Managers to cultivate a culture of engagement, excellence, and accountability.

At NFU Mutual, our unique mutuality sets us apart, defining our identity in the insurance industry. Committed to serving the best interests of our valued policyholders, we prioritise their needs, delivering exceptional service and unmatched value. This unwavering dedication contributes to the consistently high levels of member loyalty we proudly witness year after year.

This is more than a leadership role—it’s a platform to make a national impact. You’ll be at the helm of a forward-thinking organisation, driving transformation, setting new standards, and redefining claims service delivery. Your expertise, vision, and passion will directly shape the future of the industry, influencing how excellence is recognised nationwide.

About you

You are an inspiring and impactful senior leader who thrives on driving performance through people. You energise teams, bringing passion and focus to drive operational delivery. You create a culture where individuals feel supported, empowered, and motivated to deliver their best. You collaborate seamlessly across the business, influencing and managing stakeholders at all levels with credibility and impact.

Strategic in your thinking and commercially astute, you’re comfortable navigating complexity and driving change. You bring a forward-thinking mindset, a passion for continuous improvement, and the ability to lead through transformation while keeping the customer at the heart of every decision.

You will also bring proven and recent technical expertise in:

• Leading large-scale, multi-site claims operations and delivering organisational change within General Insurance.
• Managing leaders and guiding teams to achieve operational excellence.
• Driving performance, service quality, and financial outcomes.
• Interpreting and acting on claims MI and performance data.
• Insurance claims handling and technical standards.
• Solid understanding of UK general insurance market trends and emerging opportunities.

Desirable:

• Experience in Claims Validation (CV) and Injury claims operations.
• Relevant insurance qualification (e.g., ACII, Dip CII, or equivalent).

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 Reward

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

• Basic Salary: £80,000 - £100,000
• Annual bonus (up to 33% of salary)
• Car allowance of £7,000
• 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 family cover
• 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

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.