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Motor Customer Claims Manager
Shape the future of motor claims by driving strategic change and delivering innovative solutions that transform customer journeys.
Lead with impact in a role that combines technical expertise, stakeholder collaboration, and the autonomy to make meaningful decisions.
Hybrid role with 80% homeworking and 20% from one of our offices (Stratford upon Avon, York, Bristol, Glasgow, or Belfast).
About the role
At NFU Mutual, our Head Office Claims team sets the strategic direction and best practice for our business. As Customer Motor Claims Manager, you'll take a lead role in shaping the future of motor claims, with a particular focus on delivering exceptional customer outcomes, driving innovation, and embedding our inclusive, customer-first philosophy.
In this role, you'll oversee key elements of our motor claims journey, from engineering, repair monitoring and managing complaints, to driving continuous improvement in claims handling processes. Customer experience is at the heart of everything we do. You'll play a key role in designing and implementing innovative solutions that improve the digital journey for motor claims customers, shaping projects that align with our long-term objectives. From setting and monitoring performance targets to delivering transformational change, you'll combine strategic thinking with a hands-on approach to ensure our customer journey is market leading.
Collaboration is essential to success in this role. You'll work closely with operational leadership teams, engineering, supply chain, underwriting, and propositions teams, as well as our MI specialists. With a supportive and empowering leadership team, you'll have the autonomy to shape strategy, overcome resistance, and win buy-in across the business, ensuring we achieve our shared goals.
This is a unique opportunity to take on a role that offers a high level of responsibility, the chance to lead a small team of technical experts, and the ability to make a meaningful impact in one of NFU Mutual's most critical areas. If you're ready to drive positive change and make your mark on the future of customer motor claims with an established, trusted insurer, this could be the perfect opportunity for you.
This role can be based at any of our office locations; however, monthly travel to our Head Office in Stratford-upon-Avon will be required. You'll also need to be comfortable with additional travel, including supplier visits, solicitor panel meetings, visits to other NFU Mutual sites, and attendance at market events.
About you
You're a strategic leader with a proven background in motor claims, capable of influencing and driving change at the highest levels. Combining deep industry expertise with a forward-thinking mindset, you'll thrive in a role that requires collaboration, innovation, and a relentless focus on delivering exceptional outcomes for customers. Resilient and adaptable, you're ready to take on complex challenges and lead with confidence.
To succeed in this role, you'll bring:
Extensive motor claims leadership experience : A deep understanding of personal lines motor claims, with commercial motor experience as an added advantage, enabling you to design and implement impactful best practices.
A good understanding of the end-to-end motor claims journey:
Familiarity with first notification of loss, motor claims, and engineering processes (including repair methodologies), and the associated challenges to confidently engage with technical experts and stakeholders in this space. Proven ability to drive strategic change : A track record of leading change projects, overcoming resistance, and achieving measurable improvements in performance and customer outcomes. Exceptional stakeholder engagement skills : Strong relationship-building and influencing capabilities, allowing you to collaborate effectively across operational, technical, and senior leadership teams. Data-driven decision-making expertise : A sharp analytical mind, with the ability to interpret performance data, identify trends, and develop strategies to optimise processes and deliver results. Customer-first approach : A passion for enhancing customer journeys, particularly within multi-channel environments, to maintain NFU Mutual's reputation for market-leading service. 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. Benefits and Rewards When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary - up to £80,000 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 - 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 Employee discounts of 15% on a range of NFU Mutual insurance policies. 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 we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024. 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.
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Familiarity with first notification of loss, motor claims, and engineering processes (including repair methodologies), and the associated challenges to confidently engage with technical experts and stakeholders in this space. Proven ability to drive strategic change : A track record of leading change projects, overcoming resistance, and achieving measurable improvements in performance and customer outcomes. Exceptional stakeholder engagement skills : Strong relationship-building and influencing capabilities, allowing you to collaborate effectively across operational, technical, and senior leadership teams. Data-driven decision-making expertise : A sharp analytical mind, with the ability to interpret performance data, identify trends, and develop strategies to optimise processes and deliver results. Customer-first approach : A passion for enhancing customer journeys, particularly within multi-channel environments, to maintain NFU Mutual's reputation for market-leading service. 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. Benefits and Rewards When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary - up to £80,000 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 - 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 Employee discounts of 15% on a range of NFU Mutual insurance policies. 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 we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024. 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.
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