Major and Complex Loss Adjuster in Stoke-on-Trent

Excellent opportunity for an experienced Major and Complex Loss Adjuster to join a high quality Claims Management business, in our Property Division. GHG is a UK loss adjusting company with its Head Office in Southampton, Hampshire. We provide high quality solutions to claim situations. Trading for over 30 years and now private equity backed, we have earned a reputation for quality domestic and commercial loss adjusting with specialisms in subsidence, property, liability and high net worth claims.

The role of a Major & Complex Loss Adjuster covers all aspects of Property Division claim investigations, consideration of policy coverage, validation process of appropriate settlement in an efficient and timely manner. This will be both a site and home-based position and will enable you to deal with cases from their first receipt until completion of claim encompassing all the core values of loss adjusting.

You will be provided a designated geographical area whilst, working as part of a team you will assist with other cases as workloads and holidays demand, you may have to cover other areas.

What will you be responsible for:

• Handle claims in accordance with GHG Solutions procedures and the demanding service standards of our Major & Complex Loss Unit (M&CLU) clients.
• Proactively progress and control all cases to resolution, maintaining full ownership and accountability.
• Achieve and maintain key performance indicators (KPIs) as set by the business and client service level agreements.
• Ensure full compliance with GHG Solutions systems, procedures, and regulatory obligations.
• Adapt to and meet the specific requirements and expectations of individual clients.
• Deliver work of the highest technical accuracy, applying sound claims handling judgment and policy knowledge.
• Produce clear, professional, and personalised outgoing correspondence and reports.
• Engage with customers empathetically and fairly, particularly when dealing with high net worth (HNW) or sensitive claims.
• Demonstrate flexibility to accommodate complex or high-demand appointment schedules, including site visits.
• Maintain up-to-date and accurate records in accordance with internal standards and client reporting protocols.
• Build and sustain strong, effective working relationships with clients, brokers, policyholders, suppliers, and other stakeholders.
• Communicate regularly and transparently with all interested parties to ensure aligned expectations.
• Contribute to the delivery of high-quality written reports and technical documentation.
• Work collaboratively within a team environment, sharing knowledge to support successful outcomes across both individual losses and broader team performance.

Additional Responsibilities:

• Mentor and support the development of junior colleagues, sharing knowledge and promoting continuous technical growth within the team.
• Undertake deputising responsibilities as required, and contributing to team leadership, and assisting with operational duties.
• Actively engage in initiatives to enhance quality, consistency, and technical excellence across the department.
• Interact confidently with existing clients to maintain relationships, support retention, and identify opportunities to secure additional business.
• Assist other divisions within GHG Solutions Ltd where required during surge periods or as directed, supporting the wider business in meeting service demands across all areas.

What we need from you:

• As a minimum Cert CILA, ideally ACILA.
• Ideally you would be competent and comfortable with dealing with claims that include BI.
• A minimum of 2 years’ experience as a MCL Adjuster.
• A full clean driving license.
• You will need to be confident, have excellent communication skills, organised, an attention to detail and a passion for delivering quality service and work.

What we offer you in return:

• Discretionary company bonus.
• Car allowance or Company Car scheme.
• 25 days annual leave, plus an additional day for your birthday rising to 30 days at 5 years’ service.
• 5% Employee / 5% Employer Pension scheme.
• Private Health Care through Vitality.
• Death in Service Benefit of 4 x salary.
• Enhanced maternity, adoption, paternity and sick pay.
• Electric Vehicle scheme (after probation).
• Career development and progression opportunities.
• Holiday purchase scheme.
• Perk Box.
• Digital GP.