Claims Manager - Drive Digital Innovation & Customer Excellence

• Salary: £60,000- £70,000 (plus comprehensive benefits package)
• Contract: Full Time

£60,000 - £70,000 + Bonus + Excellent Benefits
London - 3 days per week UK-based role with future European remit

Are you ready to take ownership of high-value claims initiatives that balance fraud detection with customer satisfaction?

Do you thrive in transforming processes, influencing 3rd party vendors, and delivering better outcomes for both customers and businesses?

Would you like to join a company recognised for its inclusive culture, leadership development, and digital-first strategy?

This is your opportunity to shape and streamline the end-to-end claims validation process in a fast-evolving business, working directly with a Head of Claims & Customer who has led game-changing strategies at both challenger brands and global corporates.

You'll take charge of transforming a traditionally complex area into a smooth, digital-first customer experience - with particular focus on reducing claims turnaround to one week, driving vendor performance, and embedding a genuinely customer-first culture.

Overseeing the introduction and optimisation of a newly developed digital claims portal

Ensuring third-party claims validation partners are aligned with regulatory standards and customer-centric goals

Identifying trends in claims handling - diving into complex cases to assess outcomes and sharing insights to drive better decisions

Leading the cultural shift across vendor relationships to balance fraud detection with exceptional service

Tackling rework rates and friction in the customer journey with a root-cause, improvement-led mindset

Partnering with senior stakeholders to drive claims innovation in Europe, including markets such as Spain, Norway and Germany

Exploring use cases for AI and digital tools to enhance speed, accuracy and customer experience

Strong background in insurance oversight or claims validation, ideally within regulated markets

Experience partnering with third-party vendors to drive performance and ensure compliance

Strategic awareness of fraud prevention, combined with a passion for improving customer journeys

Confidence engaging with stakeholders at all levels and leading projects independently

A proactive, solutions-focused mindset - you see opportunities where others see friction

Performance-based bonus

25 days holiday + bank holidays

Pension + Life Assurance (4x salary)

Charity Days + Annual Professional Development Allowance

Wellbeing, phone and fitness allowances

The chance to directly shape a digital transformation in claims - and make a real impact

Initial Chat with Search - a genuine, two-way conversation about fit

Informal culture fit call with HR - remote

Competency interview with Head of Customer & Claims

Case Study Presentation - show how you think, not just what you've done

We don't ghost. Every applicant gets a response. We value candidate experience as much as client delivery - and we're here to champion inclusive hiring at every stage.

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