This is an opportunity to lead the operational delivery of our Subsidence Claims Technician function, developing Operations Managers, creating consistent performance standards and ensuring claims are progressed with pace, quality and clear ownership.

As Head of Claims Delivery, you will translate business priorities, client commitments and service standards into clear objectives, while building the capability, accountability and resilience needed to maintain excellent service during periods of increased demand.

You will work closely with the Head of Consultancy and the wider Subsidence leadership team, strengthening the partnership between Claims Technicians and Building Consultants and championing excellent customer, client and colleague outcomes throughout the claims journey.

What you will be responsible for: 

• Leadership & Accountability - Lead, coach and hold accountable the Operations Managers responsible for Claims Technician teams, creating a strong and consistent leadership community.
• Operational Performance - Own the operational performance of the Claims Technician function, translating business priorities, client commitments and service standards into clear team objectives.
• Claim Progression - Drive claim progression and workload control across the portfolio, with particular focus on ageing, customer contact, outstanding actions, complaints, service levels and claim lifecycle.
• Performance Management - Establish a disciplined performance rhythm using management information, dashboards and case-level insight to identify risks, remove blockers and secure corrective action.
• Consistent People Leadership - Ensure Operations Managers apply a consistent approach to colleague objectives, one-to-ones, quality conversations, appraisals, attendance, wellbeing, conduct and performance management.
• Capability & Succession - Build technical and operational capability through structured coaching, training, succession planning and clear career pathways for Claims Technicians and Team Seniors.
• Customer & Client Excellence - Champion customer and client excellence by embedding ownership, effective communication, vulnerability awareness and timely complaint resolution throughout the claims journey.
• Operational Partnership - Work closely with the Head of Consultancy and wider Subsidence leadership team to maintain effective partnership between Claims Technicians and Building Consultants, with clear hand-offs and shared accountability for progression.
• Capacity & Surge Planning - Lead capacity, resource and surge planning for the Claims Technician operation, flexing workloads and support in response to changing claim volumes.
• Continuous Improvement - Promote continuous improvement, digital adoption and simplified working practices, while ensuring people remain accountable for decisions and customer outcomes.
• Governance & Control - Maintain strong operational governance, including quality assurance, audit readiness, financial controls, regulatory requirements and adherence to client-specific processes.
• Leadership Representation - Represent Claims Delivery in client, operational and leadership forums, communicating performance, risks, recovery plans and improvement activity with clarity and confidence.

What success will look like after 12 months: 

• Leadership - Operations Managers operate as a cohesive, high-performing leadership team with clear ownership and consistent management standards.
• Performance - Claims Technician performance is visible, actively managed and improving across service, quality, productivity, customer and financial measures.
• Progression - Claims are progressed proactively, with reduced avoidable delay, stronger communication and earlier intervention on at-risk cases.
• Colleague Capability - Colleague capability, engagement and retention are strengthened through clear expectations, regular coaching and credible development pathways.
• Operational Resilience - The operation has a tested capacity and surge model that protects priority customer and client outcomes.
• Client Confidence - Client stakeholders have confidence in the control, transparency and continuous improvement of the Claims Delivery function.

The skills you will have when you apply: 

• Senior Operational Leadership - Substantial experience of leading managers and large customer service or claims handling teams.
• Performance Delivery - Demonstrable success in driving performance through clear measures, structured governance, coaching and decisive intervention.
• Insurance Claims Experience - Strong insurance claims experience. Subsidence claims experience is highly desirable and the ability to quickly understand the end-to-end subsidence journey is essential.
• Visible & Inclusive Leadership - An organised, visible and inclusive leader who can set direction, build accountability and model the behaviours required for customer and client excellence.
• Communication & Influence - Excellent communication, influencing and stakeholder management skills, with the confidence to work across operational, technical, client and senior leadership groups.
• Insight & Improvement - The ability to interpret management information, identify root causes and convert insight into practical performance improvement.
• Resource & Change Management - Experience of resource, capacity and change management, including leading effectively through periods of surge or operational pressure.
• Judgement & Resilience - Sound judgement, resilience and the ability to resolve complex matters at pace while maintaining appropriate controls.
• Talent Development - A strong commitment to colleague development, talent management and succession planning.
• Professional Qualification - A relevant insurance qualification, such as Cert CII or Cert CILA, or a willingness to work towards an appropriate qualification.
• Digital Capability - A good working knowledge of Microsoft Word, Excel and PowerPoint, with a desire to embrace innovative and digital working practices.
• Flexible Working - A flexible approach to working from home and office locations in order to lead remote and office-based colleagues effectively.

Advantageous, but not essential: 

• Subsidence Knowledge - Detailed knowledge of subsidence claims operations, associated technical stages and client service requirements.
• Systems & Analytics - Experience working with claims management systems, workflow tools, Power BI or other performance analytics platforms.
• Transformation Experience - Experience delivering operating model change, process improvement or digital transformation within insurance or financial services.
• Client Relationships - Strong client communication skills, with experience managing relationships and providing support through both remote and in-person interactions.
• Higher-Level Qualification - A higher-level insurance, leadership or management qualification.

What we'll give you for this role: 

Remuneration & more 

• Competitive salary taking into account skills, experience and qualifications
• You will join an appropriate incentive (bonus) scheme
• Company car/car allowance
• A Self Invested Personal Pension Scheme (SIPP)
• Holiday allowance of 25 days plus bank holidays

Health & support

• Private healthcare plan (including pre-existing conditions)
• Life assurance
• Group Income Protection

Other benefits 

• Voluntary benefits - dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP applications
• Employee assistance programme for employee wellbeing
• Discounts on various products and services

This isn't just a position, it's a pivotal role in shaping our industry

At Sedgwick, not only will you be working behind the scenes for some of the UK's most trusted insurance brands helping to resolve millions of claims every year, you'll also be an architect of tomorrow's insurance landscape with Sedgwick University. Our proprietary offering is the most comprehensive training and development programme in the industry with more than 15,000 courses on demand, training specific to roles, and opportunities to continue your formal education - all available to you starting from your very first day.