Claims Manager – Corporate & Commercial

Overview

We are seeking an experienced Claims Manager to lead a dynamic and ambitious team within our Claims Division. In this pivotal role, you will provide first‑line supervision, coaching, and mentoring to help your team realise their potential while fostering a positive, inclusive, and high‑performing team culture.

Key Responsibilities

• Support and implement the operational strategy, policies, and procedures to optimise the Claims service.
• Identify process bottlenecks and collaborate with the Claims Operations and Business Performance Manager to drive effective resolutions.
• Lead all aspects of day‑to‑day operations of the Claims team, collaborating closely with HR, L&D, and Broking teams as required.
• Foster a culture of excellence, accountability, and continuous improvement—leading by example.
• Build strong internal and external relationships to enhance claims service delivery and support your team’s development.
• Conduct regular 1‑2‑1s, performance reviews, Balanced Scorecard/Objectives reviews, skills gap analyses, and audits, using outcomes to ensure compliance with internal and regulatory standards and to drive improvements.
• Produce regular performance reports for Claims Operations, utilising available tools including data dashboards.
• Manage and resolve client complaints, working with Compliance where necessary.
• Work closely with the Client Servicing team to capture feedback and improve client service delivery.
• Lead on Performance Improvement Plans, apprenticeship performance management, and recruitment activities within the Claims team.
• Provide occasional site visits to Stourbridge, Derby, and Wales to maintain a high‑quality service.

Qualifications & Experience

• Minimum of 3 years’ experience in a team leader or managerial role within the specialist commercial claims insurance market.
• Qualified to at least Cert CII.
• Proven track record of delivering results and meeting or exceeding targets while maintaining a strong client focus.
• Background in insurance broking with commercial lines experience.
• Fully proficient in Microsoft Office applications.
• Strong understanding of general and legal principles of insurance.
• Knowledge of relevant regulatory and legal frameworks within the commercial insurance sector.

Benefits

• Hybrid working arrangement: two days per week from the Birmingham office with regular visits to other sites.
• Opportunity to lead a high‑performing claims team and shape the service strategy.
• Supportive environment that values diversity, encourages innovation, and fosters professional growth.
• Reasonable adjustments available—including flexible hours, hybrid working, software, IT, and office setups—to support your needs.
• Competitive remuneration and benefits package. (Details available upon request.)

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