Motor Customer Claims Manager

NFU Mutual; West of England; Hybrid; GBP 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Private medical insurance

Gym membership

Life Assurance

Employee discounts

Mentoring opportunities

Job summary

NFU Mutual is seeking a Motor Customer Claims Manager to lead and shape the motor claims journey. You will guide a specialist team, influence across claims, engineering and supply functions, and drive enhancements to the customer experience in a multi-channel environment.

The role combines delivery excellence with strategic thinking, using performance data to steer improvements while ensuring regulatory and cost controls.

Qualifications

• Strong knowledge of the end to end motor claims journey, including 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.

Responsibilities

• Lead the delivery of the motor claims strategy and shape the claims journey across channels.
• Design and implement claims handling strategies to improve service and outcomes.
• Manage a portfolio to support financial performance and cost control while maintaining regulatory standards.
• Lead and develop a team of three technical specialists and drive a customer-focused culture.

Skills

Motor claims knowledge

Data analysis

Stakeholder management

Customer journey improvements

Motor claims market knowledge

Job description

Motor Customer Claims ManagerLead the delivery and shape the future of the customer motor claims journeyGuide a specialist team and influence improvements across claims, engineering and supply teamsHybrid 80% homeworking and 20% from York, Bristol or Stratford Upon AvonAbout the roleAt 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 youYou’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 bringStrong knowledge of the end to end motor claims journey, including total loss, engineering, repair processes and non fault recovery approachesExperience analysing performance data and turning insight into practical improvement strategiesProven relationship management and influencing capability across senior, operational and specialist stakeholdersExperience leading customer journey improvements in a multi channel environment, ideally including digital claims programmesMarket knowledge and presence within motor claims, gained within an insurer or a relevant accident management, fleet or outsourced claims providerAt 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 RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:Salary – Circa £75,000 depending on experienceAnnual bonus (up to 25% of salary)Contributory pension scheme, up to 20%, including your 8% contribution28 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesPrivate medical insurance + options to add family membersAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreEmployee Volunteering - volunteer in the community for one day each yearMentoring opportunities to help you grow your careerUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies.Salary sacrifice employee car scheme - subject to eligibilityWorking at NFU MutualWe’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.Bristol3rd & 4th Floor10 Temple BackBristolBS1 6FLVisit the Bristol officeVacancy managed bySukh Chatha