Join our Client and become part of a team committed to delivering exceptional service. This as a full‑time, permanent Commercial Claims Manager role with a hybrid working arrangement. You'll work two days each week from our Birmingham office, giving you dedicated time with colleagues and key stakeholders. Our Claims teams are also located across the Midlands and Wales, and the role includes regular visits to these sites to stay connected with the teams and maintain a consistent, high‑quality service.

The Opportunity

We are seeking an experienced and motivated Commercial Claims Manager to lead a dynamic and ambitious team within our Claims Division. In this pivotal role, you will provide first‑line supervision, coaching, and mentoring to help your team realise their potential. You will also play a key part in encouraging a positive, inclusive, and high‑performing team culture.

Key Duties & Responsibilities

• Support and implement operational strategy, policies, and procedures to optimise the Claims service.
• Identify process bottlenecks and collaborate with the Claims Operations and Business Performance Manager to drive effective resolutions.
• Lead all aspects of day‑to‑day operations of the Claims team, collaborating closely with HR, L&D, and Broking teams as required.
• Foster a culture of excellence, accountability, and continuous improvement-leading by example.
• Build strong internal and external relationships to enhance claims service delivery and support your team's development.
• Conduct regular 1‑2‑1s, performance reviews, Balanced Scorecard/Objectives reviews, skills gap analyses, and audits, using outcomes to ensure compliance with internal and regulatory standards and to drive improvements.
• Produce regular performance reports for Claims Operations, utilising available tools including data dashboards.
• Manage and resolve client complaints, working with Compliance where necessary.
• Work closely with the Client Servicing team to capture feedback and improve client service delivery.
• Lead on Performance Improvement Plans, apprenticeship performance management, and recruitment activities within the Claims team.

Experience & Professional Qualifications for a Commercial Claims Manager

• Minimum of 3 years' experience in a team leader or managerial role within the specialist commercial claims insurance market.
• Background in insurance broking with commercial lines experience.
• Qualified to at least Cert CII.
• Proven track record of delivering results and meeting or exceeding targets while maintaining a strong client focus.
• Fully proficient in Microsoft Office applications.

Knowledge Requirements

• Strong understanding of general and legal principles of insurance.
• Knowledge of relevant regulatory and legal frameworks within the commercial insurance sector.

Benefits 

• Salary: £50,000
• Holidays at 25 days, rising with length of service and the ability to Purchase up to 5 additional days
• Private Medical 
• Pension
• Life Assurance
• Income Protection
• Range of optional benefits to support lifestyle, finance & health