Head of Claims
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing:
Step into a senior leadership role as Head of Claims, where you’ll shape and lead the future of Retirement and Specialist Claims. You’ll own both the strategy and day‑to‑day delivery, ensuring customers receive a seamless, fast, and empathetic claims experience powered by expert teams, smart digital tools, and outcome‑driven processes. Through proactive, data‑led and purpose‑driven leadership, you’ll drive exceptional customer outcomes while co‑creating the claims proposition and change agenda alongside key internal partners. With innovation at the core, you’ll embed AI and automation as critical enablers of a future‑ready claims operation—boosting speed and precision, strengthening regulatory compliance, and optimising cost‑to‑serve while keeping the customer experience front and centre.
* Optimise cost-to-serve by using the best channel to resolve member or claimant requests with speed and precision.
* Working with Heads of Transfers, Employer and Client Banking, review the roles and responsibilities of Team Leaders, and as appropriate conduct assessments and re-benchmarking.
* Provide clear and compassionate customer experiences tailored to individual preferences, behaviours, and past interactions.
* Drive exponential process efficiency by standardising practices, automating workflows, minimising hand-offs and reducing variability in outcomes.
* Empower colleagues with future-ready specialist skills, combining technical pensions expertise with soft skills to elevate service standards.
* Lead purpose-driven, high-performing teams, creating a stronger connection between individual contributions and customer outcomes.
What we’re looking for:
* Proven leadership experience in claims, pensions, or financial services operations.
* Strong understanding of regulatory frameworks including Consumer Duty and pensions legislation.
* Strategic thinker with a track record of delivering transformational change.
* Experience in deploying AI, automation, or digital tools to enhance operational performance.
* Excellent stakeholder management and communication skills.
* Data-literate with experience in using insights to drive performance and customer outcomes.
What you can expect from us:
* Generous pension contributions with an employer contribution of up to 14%
* Real living wage
* Income protection, critical illness cover & death in service insurance
* Employee healthcare
* Parental and adoption leave
* Learning & development opportunities and study support
* Travel season ticket loans
* Grab & Go Deli Café in our Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Ride-to-Work scheme
* Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.