You will lead the adjustment and resolution of high-value, complex property claims, including High Net Worth (HNW) cases, major losses, subsidence and escape of oil incidents. You’ll act as a technical expert, ensure service standards are met, and maintain strong stakeholder relationships (clients, brokers, insurers, policyholders).
Key Responsibilities
Handle and manage complex claims in accordance with contractual and internal requirements, particularly for MCL (Major & Complex Loss) clients
Ensure performance targets (KPIs) are met and sustained
Actively progress and control assigned cases from start to finish
Interpret and apply company systems, procedures, and client-specific requirements
Ensure technical accuracy and high quality of correspondence, reports and documentation
Serve policyholders fairly and professionally, upholding insurer requirements
Be flexible with appointment schedules and accommodate client demands
Foster strong relationships with clients, brokers and other stakeholders
Communicate clearly and consistently with internal and external parties
Control case costs, loss reserves and settlement strategy
Leverage other internal services (e.g. engineering, forensic, legal) where needed to add value
Support business development by maintaining and expanding existing client relationships
Required Experience & Competencies
Significant experience in property claims adjustment—especially with high net worth, major losses, subsidence or escape of oil claims
Proven track record in handling complex and large loss portfolios
Professional qualifications (e.g. ACILA, FCILA or equivalent) preferred
Excellent interpersonal skills: able to liaise with clients, brokers, technical experts
Ability to work in fast-paced, evolving environments; adapt rapidly to changing priorities
Strong sense of dependability, persistence, and judgement under pressure
Exceptional written and verbal communication skills
Strategic mindset with attention to detail and technical rigour
Full, clean UK driving licence (for site visits where necessary)
Desirable Attributes
Experience in leadership or director-level roles
Ability to mentor and develop technical claims staff
Commercial acumen to advise on cost control, reserving and leakage
Flexibility to work outside standard hours where needed
Benefits & Perks
Support for continuing professional qualifications
Leadership development and training programmes
Pension with employer/employee contribution match
Life cover (e.g. 4× salary)
Flexible benefits, including lifestyle and well-being offerings
Annual leave (e.g. 25 days, rising with service)
Discounts with retailers, bonus/incentive schemes, etc.
Employee assistance programmes and well-being support