Role Overview
As a Claims Best Practice Specialist, you will play a key role in shaping how we manage motor and casualty injury claims across our regions. The role has grown in scope and influence, offering the opportunity to analyse claims trends, drive performance improvements, control indemnity spend, and enhance claims processes in line with best practice, legal, and regulatory requirements.
Key Responsibilities
* Shape the future of injury claims – improve performance, drive consistency, and optimise indemnity spend.
* Collaborate, innovate, and lead – work with senior technical experts, suppliers, and regional teams to refine best practices and drive continuous improvement.
* Hybrid working with up to 80% from home and the other 20% based at a Head Office near Stratford‑Upon‑Avon, York, Bristol, or Belfast.
* Lead performance calls, identify areas for improvement, and support key initiatives that improve consistency and efficiency.
* Play an important role in knowledge management, keep claims handling guidance up to date, develop training materials, and ensure teams have the right resources to make informed decisions.
* Collaborate with stakeholders across the business, present at department meetings, and contribute to strategic projects that shape the future of our claims function.
Qualifications
* Extensive technical expertise in injury claims – proven experience managing injury claims up to £150k across motor and/or casualty (EL/PL).
* Confidence in coaching and providing technical referrals – experience acting as a key point of contact for technical queries, supporting quality assurance and upskilling colleagues.
* Strong data analysis skills – ability to interpret and present claims performance data, using insights to improve indemnity spend, litigation control, and operational efficiency.
* Excellent stakeholder management – experience engaging with a variety of stakeholders and building lasting working relationships.
* A collaborative and innovative approach – comfortable working across different teams, regions, and other lines of business.
* A commercial mindset and continuous improvement focus – proactive approach to identifying efficiency improvements, ensuring injury claims handling aligns with business objectives and regulatory requirements.
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do and we pride ourselves on being a great place to work. We offer a supportive culture where we empower and inspire our people to perform, give them opportunities to grow, and recognise their contributions. We are also an inclusive workplace that values all differences and encourages adjustments or accommodations for any candidate. NFU Mutual is a Disability Confident Employer, a signatory to the Race at Work and Women in Finance Charter, and welcomes applications from people of all backgrounds.
Benefits and Rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
* Salary up to £53,000, depending on experience
* Annual bonus (up to 17.5% of salary)
* Contributory pension scheme, up to 20%, including your 8% contribution
* 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
* A Family Friendly policy that helps you balance work and family responsibilities
* Access to savings at High Street brands, travel and supermarkets
* £20 contribution to a monthly gym membership – subject to T&Cs
* Health and wellbeing plan – cashback for dentist, opticians, physio and more
* Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
* Employee Volunteering – volunteer in the community for one day each year
* Unlimited access to Refer a Friend £500 bonus scheme
* Life Assurance cover of 4 × salary
* Employee discounts of 15% on a range of NFU Mutual insurance policies.
* Salary sacrifice employee car scheme – subject to eligibility
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