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About the Role

We are seeking an experienced and dynamic leader to join our team as the Head of Major and Complex Loss. This senior role involves leading a team of skilled loss adjusters, overseeing high-value and complex property claims, and combining technical expertise with operational management and strategic oversight to deliver exceptional client outcomes and drive team performance.

Responsibilities

• Lead and manage a team of Major and Complex Loss (MCL) adjusters, providing guidance, support, and performance oversight.
• Inspire, train, and motivate colleagues to maintain the highest standards of performance.
• Define clear systems and structures to ensure team members are effectively utilised and understand their roles.
• Foster a culture of continuous improvement, striving for excellence in client and customer service.
• Personally manage a portfolio of major and complex property loss claims from instruction to settlement.
• Ensure all claims are handled in line with company and client service standards and KPIs.
• Produce high-quality, personalised reports and correspondence.
• Build and maintain strong relationships with clients, brokers, and other stakeholders.
• Represent the organisation in the insurance market and at senior client levels, safeguarding the quality, integrity, and reputation of the business.
• Engage with existing clients to maintain and grow relationships, ensuring client satisfaction and retention.
• Provide strategic input to improve team performance and client outcomes.
• Collaborate with operational directors to ensure flexibility and responsiveness to fluctuating claim volumes.
• Deliver strong financial performance aligned with agreed budgets.
• Participate in tenders, presentations, and other business development activities.
• Demonstrate a high level of technical quality and service delivery.
• Chair technical meetings and seminars to enhance internal and external technical output.
• Identify, secure, and develop training materials to support team development.

Requirements

• Proven experience in property loss adjusting and managing major and complex claims, with deep knowledge of commercial property claims.
• Demonstrated leadership or team management experience, with the ability to inspire, motivate, and develop a team of experienced professionals.
• Strong operational management skills, including designing systems and workflows.
• Excellent interpersonal, communication, and negotiation skills.
• Confidence in engaging with senior client stakeholders and representing the business at a high level.
• Strong written, verbal, and presentation skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Flexible and adaptable approach to work, with strong organisational skills.
• Full, clean driving licence.
• Eligible to work in the UK.

Skills

• Property loss adjusting
• Major and complex claims management
• Commercial property claims knowledge
• Leadership
• Team management
• Operational management
• System and workflow design
• Interpersonal skills
• Communication skills
• Negotiation skills
• Client engagement
• Stakeholder management
• Strategic input
• Financial performance delivery
• Business development
• Technical quality and service delivery
• Technical meeting and seminar facilitation
• Training material development

Location

• UK

Work Type

• Full-time

Experience Level

• Senior
• Experienced leader

Education Level

• ACILA/FCILA professional qualification

Salary/Compensations

• Competitive salary

Benefits

• Minimum of 25 days holiday, plus bank holidays
• Option to buy extra holiday days
• Defined contribution pension scheme with employer contribution
• Life insurance (4x basic annual salary, with option to top-up to 10x)
• Income protection (up to 50% of annual income, with options to top-up)
• Health cash plan or Private medical insurance
• Three fully paid volunteering days per year
• Employee Stock Purchase plan
• Share incentive plan
• Critical illness cover
• Discounted gym membership
• Season ticket loan
• Access to a discounted voucher portal
• Emergency back-up family care

About the Company

• Gallagher Bassett helps clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives.
• The company is a team of fast-paced fixers, empathetic experts, and outcomes drivers.
• Gallagher Bassett supports a culture that values teamwork, encourages curiosity, and celebrates the impact of work.
• The company is part of something bigger, a team that shows up, stands together, and leads with purpose.

Equal Opportunity

• Gallagher embraces employees’ diverse identities, experiences and talents.
• Gallagher is Disability Confident Committed.
• Gallagher is accredited as a Living Wage employer.
• Gallagher is committed to diversity and opportunity for all and opposes any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.
• Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.
• Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination.
• Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.