Motor Customer Claims ManagerLead the delivery and shape the future of the customer motor claims journeyGuide a specialist team and influence improvements across claims, engineering and supply teamsHybrid 80% homeworking and 20% from York, Bristol or Stratford Upon AvonAbout the roleAt NFU Mutual, you’ll lead the delivery of our strategy for customer motor claims. This is a delivery focused role with the opportunity to shape the full customer journey and build on our reputation for excellent claims service across a multi channel environment.Working across claims operations, engineering, supply teams and senior stakeholders, you’ll design and implement claims handling strategies that improve service, customer outcomes and business performance. You’ll use performance information to identify trends, manage the claims portfolio and support financial performance, while maintaining technical and regulatory standards and effective control of claims costs.As our subject matter expert for customer motor claims, you’ll help shape digital claims journeys and processes, respond to market and regulatory developments, and drive continuous improvement. You’ll also lead and develop a team of three technical specialists, setting clear expectations and creating a strong customer focused culture.This role is based in one of our regional offices in York, Bristol or Stratford Upon Avon. However, we understand how important a positive work life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home.About youYou’re an accountable and forward thinking motor claims professional who makes sound decisions, takes initiative and prioritises effectively. You build trusted relationships, engage stakeholders at every level and influence others to deliver change, fair customer outcomes and improved performance.To join NFU Mutual, you’ll also bringStrong knowledge of the end to end motor claims journey, including total loss, engineering, repair processes and non fault recovery approachesExperience analysing performance data and turning insight into practical improvement strategiesProven relationship management and influencing capability across senior, operational and specialist stakeholdersExperience leading customer journey improvements in a multi channel environment, ideally including digital claims programmesMarket knowledge and presence within motor claims, gained within an insurer or a relevant accident management, fleet or outsourced claims providerAt 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.Benefits and RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:Salary – Circa £75,000 depending on experienceAnnual bonus (up to 25% of salary)Contributory pension scheme, up to 20%, including your 8% contribution28 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesPrivate medical insurance + options to add family membersAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreEmployee Volunteering - volunteer in the community for one day each yearMentoring opportunities to help you grow your careerUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies.Salary sacrifice employee car scheme - subject to eligibilityWorking at NFU MutualWe’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.YorkZenith HouseClifton Park AvenueShipton RoadYorkYO30 5PBVisit the York officeVacancy managed bySukh Chatha #J-18808-Ljbffr
Motor Customer Claims Manager employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
