• Provide specialist customer support for Large Loss Claims.
• Become part of a Gallup Exceptional Workplace in 2025
• Hybrid role with 80% homeworking and 20% based from Stratford upon Avon (60% homeworking / 40% based from the office during Probation)
About the role:
Our Claims teams prioritise delivering excellent service and expertise in complex cases, especially when it matters most to our customers.
In this role, you’ll be responsible for identifying, reviewing, and updating all incoming claims documentation to assist Large Loss Claims Specialists with prioritising their work, including setting up new claims on their behalf.
You’ll liaise with suppliers, experts, and statutory bodies via telephone, email, and written correspondence to obtain necessary information and reports, ensuring the delivery of objectives and first-class customer service. You’ll assist with higher-value claims by coordinating conference calls with Claims Investigators, instructing regulatory lawyers and medical experts, obtaining medical records, and assessing police reports to proactively support claims management.
Additionally, you’ll accurately process all payments for Large Loss Claims Specialists, including managing monthly debt and outstanding VAT in accordance with policies, procedures, regulatory requirements, and Service Level Agreements. You’ll also monitor and manage a portfolio of dormant personal injury claims through to closure, ensuring proactive file management in line with reserving and closure guidelines. Your role will support the ongoing development and improvement of processes and procedures to deliver first-class claims management.
About you:
We are seeking a professional with proven experience in delivering efficient administrative support in a corporate office environment, ideally within insurance or a regulated setting. You’ll be confident working with systems and documentation, demonstrate strong organisational ability, and bring a flexible, adaptable approach to changing demands.
You’ll be comfortable managing multiple priorities while maintaining attention to detail and ensuring accurate record-keeping. Strong interpersonal skills and the ability to communicate clearly with a range of internal and external stakeholders are key. Familiarity with claims systems such as ClaimCenter, knowledge of policy structures, and basic data analysis skills would also be beneficial.
You will also be able to demonstrate:
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• A strong customer-focused mindset with the ability to build positive relationships
• Excellent verbal and written communication skills
• Strong time management and prioritisation skills
• Resilience and problem-solving ability in challenging situations
• A collaborative mindset, with the ability to support and work effectively with others
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards:
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
• Circa £25,000
• Annual bonus (up to 10% 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 your 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 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
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. Our people are just as important to us.
We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.
