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Lead a high-performing First Party Claims Validation/Fraud team, shaping a national approach to fraud prevention, customer outcomes and operational excellence.
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Enjoy broad exposure across the Claims function, collaborating with teams spanning Motor, Property, Pet and Equine while influencing continuous improvement and service delivery.
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This role is Bristol based with hybrid working 60/40
We're looking for an experienced people leader to join our Claims Validation/Fraud team, leading a team who play a vital role in protecting NFU Mutual and our members from fraud while delivering excellent customer outcomes. Reporting to the Claims Validation Operations Manager, you'll lead, coach and develop a team, creating a high-performing, customer-focused culture where individuals are supported to grow and succeed.
This is a varied and rewarding leadership opportunity where you'll balance people leadership, operational delivery and continuous improvement. You'll oversee team performance, ensuring service levels, operational targets and customer expectations are met, while supporting the ongoing evolution of a national team approach.
You'll build strong relationships across Claims, Underwriting, Agencies and supplier partners, bringing people together to deliver shared objectives and exceptional service for our members. You'll play a key role in embedding change, identifying opportunities to improve processes and ensuring improvements deliver meaningful benefits for both colleagues and customers.
You'll be an established people manager with experience leading and developing capability within teams and creating a positive, high performing culture, supporting colleagues through challenges and helping deliver exceptional experiences for both customers and team members alike. You’ll have a genuine passion for developing others and helping teams perform at their very best. You understand how to create an inclusive environment where colleagues feel valued, supported and empowered to succeed. You’ll enable your team’s potential through performance, coaching and development conversations. You'll bring empathy, resilience and a collaborative leadership style that enables individuals and teams to thrive.
You'll be highly analytical and naturally proactive, using insight to identify opportunities, solve problems and improve outcomes. With strong stakeholder engagement and influencing skills, you'll build trusted relationships across a variety of teams and functions. You'll also bring a continuous improvement mindset, always looking for ways to enhance processes, improve service delivery and drive operational excellence while keeping our customers firmly at the heart of every decision.
Technical skills
- Previous and demonstrable experience of people management, driving knowledge and upskilling a team
- A operational mindset, with a desire to improve processes - understand the nature of the work, regulatory requirements and how to support the delivery of positive customer outcomes
- An enthusiasm to driving engagement, continuous improvement and operational excellence
- Ability to monitor and deliver to KPI's and SLA's and an understanding of XLA's
- Able to make data informed decisions, interpret MI, understand trends and translate insights into action
- Experience within Financial Services - Desirable
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.
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
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Salary of up to £55,000 depending on skill set and experience
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Annual bonus (up to 17.5% of salary)
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Contributory pension scheme, up to 20%, including your 8% contribution
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25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
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A Family Friendly policy that helps you balance your work and family responsibilities
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Access to savings at High Street brands, travel and supermarkets
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£20 contribution to a monthly gym membership – subject to T&Cs
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Health and wellbeing plan - cashback for dentist, opticians, physio and more
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Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
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Employee Volunteering - volunteer in the community for one day each year
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Unlimited access to Refer a Friend £500 bonus scheme
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Life Assurance cover of 4 x salary
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Employee discounts of 15% on a range of NFU Mutual insurance policies.
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Salary sacrifice employee car scheme - subject to eligibility
We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.
Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.
Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.
We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.
