Head of Major & Complex Loss in London

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it's our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people's lives. It takes empathy, precision, and a strong sense of partnership and that's exactly what you'll find here.

We're looking for an experienced and dynamic leader to join our team as the Head of Major and Complex Loss. In this senior role, you'll lead a team of highly skilled loss adjusters, overseeing the management of high-value and complex property claims. Combining technical expertise, operational management, and strategic oversight, you'll play a key role in delivering exceptional client outcomes and driving team performance.

This is a fantastic opportunity for someone with a strong background in property loss adjusting and leadership, who is passionate about achieving excellence in client service and team development.

• Leadership and Team Management
  • Lead and manage a team of Major and Complex Loss (MCL) adjusters, providing guidance, support, and performance oversight.
  • Inspire, train, and motivate colleagues to maintain the highest standards of performance.
  • Define clear systems and structures to ensure team members are effectively utilised and understand their roles.
  • Foster a culture of continuous improvement, striving for excellence in client and customer service.
• Claims Handling
  • Personally manage a portfolio of major and complex property loss claims from instruction to settlement.
  • Ensure all claims are handled in line with company and client service standards and KPIs.
  • Produce high-quality, personalised reports and correspondence.
• Client and Stakeholder Engagement
  • Build and maintain strong relationships with clients, brokers, and other stakeholders.
  • Represent the organisation in the insurance market and at senior client levels, safeguarding the quality, integrity, and reputation of the business.
  • Engage with existing clients to maintain and grow relationships, ensuring client satisfaction and retention.
• Strategic and Operational Oversight
  • Provide strategic input to improve team performance and client outcomes.
  • Collaborate with operational directors to ensure flexibility and responsiveness to fluctuating claim volumes.
  • Deliver strong financial performance aligned with agreed budgets.
  • Participate in tenders, presentations, and other business development activities.
• Technical Excellence
  • Demonstrate a high level of technical quality and service delivery.
  • Chair technical meetings and seminars to enhance internal and external technical output.
  • Identify, secure, and develop training materials to support team development.

• Proven experience in property loss adjusting and managing major and complex claims, with deep knowledge of commercial property claims.
• ACILA/FCILA professional qualification required.
• Demonstrated leadership or team management experience, with the ability to inspire, motivate, and develop a team of experienced professionals.
• Strong operational management skills, including designing systems and workflows.
• Excellent interpersonal, communication, and negotiation skills.
• Confidence in engaging with senior client stakeholders and representing the business at a high level.
• Strong written, verbal, and presentation skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Flexible and adaptable approach to work, with strong organisational skills.
• Full, clean driving licence.
• Eligible to work in the UK.

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to buy extra days.
• Defined contribution pension scheme, which Gallagher will also contribute to.
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x.
• Income protection, will cover up to 50% of your annual income, with options to top up.
• Health cash plan or Private medical insurance.
• Other benefits include:
• Three fully paid volunteering days per year.
• Employee Stock Purchase plan, offering company shares at a discount.
• Share incentive plan, HMRC approved, tax effective, stock purchase plan.
• Critical illness cover.
• Discounted gym membership, with over 3,000 gyms nationally.
• Season ticket loan.
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase.
• Emergency back-up family care.
• And many more.

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.