Motor Customer Claims Manager

NFU Mutual; Stratford-upon-Avon; Hybrid; GBP 64,000 - 86,000; Full time

Benefits offered by this job

Annual bonus

Pension up to 20%

Leave entitlement

Private medical insurance

Employee discounts

Gym membership contribution

Job summary

NFU Mutual is seeking a Motor Customer Claims Manager to lead the delivery and shaping of the motor claims journey across claims, engineering and supply teams. The role is hybrid, with up to 80% homeworking and office time in York, Bristol or Stratford Upon Avon.

You will guide a three-member technical team, drive digital claims initiatives, use performance data to improve outcomes and control costs while upholding regulatory standards.

Qualifications

• Deep knowledge of the end-to-end motor claims journey.
• Ability to analyse performance data and translate into improvements.
• Proven relationship management and influencing skills.
• Experience leading multi-channel/digital claims initiatives.
• Market knowledge within motor claims insurer or related provider.

Responsibilities

• Lead the motor claims strategy and delivery across teams.
• Guide a team of three specialists and set expectations.
• Shape digital claims journeys and processes.
• Monitor performance and manage portfolio to support financial outcomes.
• Ensure regulatory standards and effective cost controls.

Skills

Motor claims expertise

Performance data analysis

Stakeholder management

Cross-functional collaboration

Digital claims initiatives

Regulatory compliance

Job description

Motor Customer Claims Manager Lead the delivery and shape the future of the customer motor claims journey Guide a specialist team and influence improvements across claims, engineering and supply teams Hybrid 80% homeworking and 20% from York, Bristol or Stratford Upon Avon

About the role

At NFU Mutual, you’ll lead the delivery of our strategy for customer motor claims. This is a delivery focused role with the opportunity to shape the full customer journey and build on our reputation for excellent claims service across a multi channel environment. Working across claims operations, engineering, supply teams and senior stakeholders, you’ll design and implement claims handling strategies that improve service, customer outcomes and business performance. You’ll use performance information to identify trends, manage the claims portfolio and support financial performance, while maintaining technical and regulatory standards and effective control of claims costs. As our subject matter expert for customer motor claims, you’ll help shape digital claims journeys and processes, respond to market and regulatory developments, and drive continuous improvement. You’ll also lead and develop a team of three technical specialists, setting clear expectations and creating a strong customer focused culture. This role is based in one of our regional offices in York, Bristol or Stratford Upon Avon. However, we understand how important a positive work life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home.

About you

You’re an accountable and forward thinking motor claims professional who makes sound decisions, takes initiative and prioritises effectively. You build trusted relationships, engage stakeholders at every level and influence others to deliver change, fair customer outcomes and improved performance.

To join NFU Mutual, you’ll also bring

• Strong knowledge of the end to end motor claims journey, including total loss, engineering, repair processes and non fault recovery approaches
• Experience analysing performance data and turning insight into practical improvement strategies
• Proven relationship management and influencing capability across senior, operational and specialist stakeholders
• Experience leading customer journey improvements in a multi channel environment, ideally including digital claims programmes
• Market knowledge and presence within motor claims, gained within an insurer or a relevant accident management, fleet or outsourced claims provider

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

Benefits and RewardsWhen you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding:

• Salary – Circa £75,000 depending on experience
• 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 - volunteerin the community for one day each year
• Mentoring opportunities to help you grow your career
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance coverof 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 organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.