Consumer Claims Manager

Rokstone, part of the Aventum Group, is an established international underwriting MGA and approved Lloyd’s of London coverholder. With innovation at our core, we go beyond the ordinary to offer brokers specialised (re)insurance solutions. At the heart of Aventum are our people. Working together in dynamic, service-focused teams, we prioritise our customers in everything we do. Our shared commitment is to revolutionise insurance for the better, one day at a time. We also believe that investing in our people is investing in our future.

As the Consumer Claims Manager, you will lead and oversee the end-to-end claims function for our consumer insurance portfolio. Operating within an MGA environment, you will ensure claims are handled efficiently, fairly, and in accordance with regulatory, contractual, and delegated authority requirements. You will drive operational excellence, support profitable underwriting outcomes, and deliver an exceptional policyholder experience.

Role Accountabilities

• Manage the day-to-day operations of the consumer claims team, ensuring effective prioritisation and adherence to service-level agreements (SLAs).
• Lead, develop, and mentor claims handlers to maintain high levels of performance, technical capability, and customer service.
• Implement claims handling best practices and ensure continuous process improvement.
• Oversee complex, high-value, or escalated consumer claims across product lines (e.g., home, auto, personal accident, warranty, specialty consumer products).
• Ensure claims decisions are accurate, timely, and compliant with delegated authority guidelines.
• Monitor claims trends, fraud indicators, and loss ratios, providing insights back to underwriting and product teams.
• Ensure all claims activities comply with FCA regulations, Treating Customers Fairly (TCF), Consumer Duty principles, and the MGA’s internal policies.
• Maintain accurate claim records and support internal/external audits, bordereaux reporting, and insurer partner reviews.
• Manage complaints within regulatory deadlines and oversee root-cause analysis for continuous improvement.
• Act as a primary point of contact for capacity providers, loss adjusters, TPAs, service suppliers, and legal partners.
• Collaborate closely with underwriting, actuarial, and product teams to align claims performance with portfolio goals.
• Build strong relationships with vendors; monitor their performance and enforce service standards.
• Produce regular MI reports covering claims performance, reserves, trends, leakage, and operational KPIs.
• Identify opportunities for cost control, fraud reduction, and process optimisation.
• Contribute to system enhancements and technology integrations that improve claims workflow and customer experience.

Role Requirements

• Significant experience in consumer insurance claims management within an MGA, TPA, insurer, or broker environment.
• Strong understanding of delegated authority frameworks and capacity provider expectations.
• Excellent knowledge of UK insurance regulation, FCA requirements, and Consumer Duty.
• Proven leadership skills with experience managing claims teams or senior handlers.
• Ability to interpret claims data, identify trends, and implement improvements.
• Experience working with digital claims platforms or automation tools.
• Exposure to multiple consumer product lines.
• CII qualifications (Cert CII, Dip CII, or ACII).

Skills and Abilities

• Customer-centric mindset.
• Analytical and data-driven.
• Strong communication and negotiation skills.
• Decision-making under pressure.
• Team leadership and coaching.
• High attention to detail.
• Problem-solving and continuous improvement orientation.

We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

FCA Conduct Rules

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, the PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.
• You must act to deliver good outcomes for retail customers.