Head of Major & Complex Loss

Job Description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

We’re looking for an experienced and dynamic leader to join our team as the Head of Major and Complex Loss. In this senior role, you’ll lead a team of highly skilled loss adjusters, overseeing the management of high-value and complex property claims. Combining technical expertise, operational management, and strategic oversight, you’ll play a key role in delivering exceptional client outcomes and driving team performance.

This is a fantastic opportunity for someone with a strong background in property loss adjusting and leadership, who is passionate about achieving excellence in client service and team development.

How you'll make an impact

Leadership and Team Management

• 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.

Claims Handling

• 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.

Client and Stakeholder Engagement

• 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.

Strategic and Operational Oversight

• 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.

Technical Excellence

• 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.

About You

• Proven experience in property loss adjusting and managing major and complex claims, with deep knowledge of commercial property claims.
• ACILA/FCILA professional qualification required.
• 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.
• Elgible to work in the UK.

#LI-PH1

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with [email protected] . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to 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 (herein referred to as “protected characteristics”) 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. In addition, 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.