Head of Motor Claims Operations

• A strategic leadership role with a reputable and values-driven organisation


• An opportunity to shape the future of Motor Claims here at NFU Mutual


• A national role covering sites across York, Bristol and Glasgow with hybrid homeworking available

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.

We are now seeking an accomplished senior claims operational leader to join us as our Head of Motor Claims Operations. Reporting to our Head of Service Delivery, you’ll spearhead the direction and support of our entire national Motor Claims operation. This encompasses First Notification through to settlement, credit hire and a field-based engineering function, overseeing approximately 350 employees across multiple sites through a management team consisting of 6 direct reports.

In this pivotal role, you’ll be accountable for our Motor Claims performance from both a service and financial perspective. You’ll join us as we’re in the exciting phase of developing our digital Motor Claims strategy, providing an opportunity to drive change, improve systems and processes, all while maintaining our award-winning customer experience.

You’ll play a crucial role in working collaboratively with peers from across the business, including Head Office Claims where you’ll contribute to our supplier management and technical strategies, as well as acting as a figurehead and representing the division across our agency distribution network.

The role can be based from our sites in York, Bristol or Glasgow with hybrid homeworking available. It’s important that you’re able to travel between the 3 sites on a monthly basis.

As a proven and passionate operational leader, you’ll boast a track record of steering large operational claims functions to success and improving customer experience. While experience in Motor Claims would be advantageous, it’s not a prerequisite, and we welcome applications from individuals with operational expertise from other areas of insurance claims.
In addition, you’ll be able to demonstrate:

• A history of delivering positive organisational change, showcasing a forward-thinking and proactive mindset


• Strategic thinking skills coupled with effective judgement. Your ability to think holistically across functions and the broader business is an asset


• Your capacity to drive exceptional engagement, cultivating great followership through your ability to connect with and inspire teams


• A robust understanding of commercial and financial aspects, enabling you to make sound judgements and effective decisions


• Exceptional collaboration and stakeholder management skills

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.

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

• Up to £100,000 depending on experience


• Annual bonus (up to 33%)


• Car or car allowance of £7,000


• Contributory pension scheme, up to 20%, including your 8% contribution


• 28 days annual leave + bank holidays + buy/sell holiday scheme


• 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


• Unlimited access to Refer a Friend £500 bonus scheme


• Life Assurance cover of 4 x salary


• Employee discounts on a range of NFU Mutual insurance policies

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 are one of only 57 companies across the globe, and only one of two organisations with headquarters in the UK, to receive a Gallup Exceptional Workplace 2023 award. We were also named in the LinkedIn Top 25 Companies List 2021 and Glassdoor's 2023 list of the 50 Best Places to Work in the UK today.

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.