Head of Major & Complex Loss

Arthur J. Gallagher & Co. (AJG); Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career development

Job summary

Gallagher is seeking a Head of Major and Complex Loss to lead a specialised team handling high-value property claims in the UK. You will guide claims from instruction to settlement, while maintaining strong client relationships and achieving exceptional outcomes.

The role requires ACILA/FCILA qualification, proven leadership, and the ability to design efficient workflows. A full, clean driving licence and eligibility to work in the UK are essential.

Qualifications

• Proven experience in property loss adjusting and managing major and complex claims.
• ACILA/FCILA professional qualification required.
• Demonstrated leadership or team management experience.
• Strong operational management skills and workflow design.
• Excellent interpersonal, communication, and negotiation skills.
• Confident engaging with senior client stakeholders at high level.
• Strong written, verbal and presentation skills.
• Ability to work under pressure in a fast-paced environment.
• Flexible and adaptable with strong organisational skills.
• Full, clean driving licence and UK work eligibility.

Responsibilities

• Lead and manage a team of Major and Complex Loss adjusters, providing guidance and performance oversight.
• Personally manage a portfolio of major property loss claims from instruction to settlement.
• Build and maintain relationships with clients, brokers, and stakeholders.
• Deliver strategic input to improve team performance and client outcomes.
• Chair technical meetings and develop training materials for the team.

Skills

Leadership

Stakeholder management

Communication

Negotiation

Problem solving

Driving licence

Education

ACILA/FCILA professional qualification

Job description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

We’re looking for an experienced and dynamic leader to join our team as the Head of Major and Complex Loss. In this senior role, you’ll lead a team of highly skilled loss adjusters, overseeing the management of high-value and complex property claims. Combining technical expertise, operational management, and strategic oversight, you’ll play a key role in delivering exceptional client outcomes and driving team performance.

This is a fantastic opportunity for someone with a strong background in property loss adjusting and leadership, who is passionate about achieving excellence in client service and team development.

How you'll make an impact

Leadership and Team Management

• Lead and manage a team of Major and Complex Loss (MCL) adjusters, providing guidance, support, and performance oversight.
• Inspire, train, and motivate colleagues to maintain the highest standards of performance.
• Define clear systems and structures to ensure team members are effectively utilised and understand their roles.
• Foster a culture of continuous improvement, striving for excellence in client and customer service.

Claims Handling

• Personally manage a portfolio of major and complex property loss claims from instruction to settlement.
• Ensure all claims are handled in line with company and client service standards and KPIs.
• Produce high-quality, personalised reports and correspondence.

Client and Stakeholder Engagement

• Build and maintain strong relationships with clients, brokers, and other stakeholders.
• Represent the organisation in the insurance market and at senior client levels, safeguarding the quality, integrity, and reputation of the business.
• Engage with existing clients to maintain and grow relationships, ensuring client satisfaction and retention.

Strategic and Operational Oversight

• Provide strategic input to improve team performance and client outcomes.
• Collaborate with operational directors to ensure flexibility and responsiveness to fluctuating claim volumes.
• Deliver strong financial performance aligned with agreed budgets.
• Participate in tenders, presentations, and other business development activities.

Technical Excellence

• Demonstrate a high level of technical quality and service delivery.
• Chair technical meetings and seminars to enhance internal and external technical output.
• Identify, secure, and develop training materials to support team development.

About You

• Proven experience in property loss adjusting and managing major and complex claims, with deep knowledge of commercial property claims.
• ACILA/FCILA professional qualification required.
• Demonstrated leadership or team management experience, with the ability to inspire, motivate, and develop a team of experienced professionals.
• Strong operational management skills, including designing systems and workflows.
• Excellent interpersonal, communication, and negotiation skills.
• Confidence in engaging with senior client stakeholders and representing the business at a high level.
• Strong written, verbal, and presentation skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Flexible and adaptable approach to work, with strong organisational skills.
• Full, clean driving licence.
• Elgible to work in the UK.

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Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself.For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities.

Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)