Gallagher
Head of Major & Complex Loss
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Head of Major & Complex Loss
Head of Major and Complex Loss | Gallaher Bassett
Introduction
At Gallaher Bassett, we’re there when it matters most. Helping people through complex, challenging moments isn’t just our job—it’s our purpose. Our mission is to guide clients through intricacy, support recovery, and deliver life-changing outcomes with empathy, precision, and a strong sense of partnership.
Here, we’re a team of fast-paced problem-solvers, empathetic experts, and outcome-driven leaders—passionate about doing what’s right, done well. Whether managing claims, shaping client experience, or refining processes, your role will make a real difference.
Join a culture that values teamwork, encourages curiosity, and rewards impact. Because when you’re part of Gallaher Bassett, you’re part of something bigger: a purpose-driven team that stands together and leads with heart.
Overview
We’re seeking an experienced and dynamic leader to step into the Head of Major and Complex Loss role. This senior position requires visionary leadership as you oversee a high-performing team of loss adjusters, specialising in high-value and complex property claims. With a blend of technical insight, operational finesse, and strategic foresight, you’ll drive exceptional client outcomes, elevate team performance, and set new benchmarks in client service excellence.
This is your chance to grow your career—ideal for professionals with a strong property loss-adjusting background and a passion for leading with excellence.
Core Responsibilities & Your Impact
Leadership & Team Growth
- Lead a dedicated Major and Complex Loss (MCL) Adjuster team—providing mentorship, strategic oversight, and performance management to ensure high-calibre decision-making.
- Inspire and empowerment the workforce by setting clear objectives, fostering a culture of accountability, and driving continuous professional development.
- Design efficient systems and workflows, ensuring seamless team execution and maximising individual strengths.
- Champion a best-in-class operational culture—one rooted in continuous improvement, goal-setting loyalty in client relations.
Precision Claims Handling
- Directly manage a high-stakes portfolio of major/complex commercial property claims—from inception through settlement, ensuring timely, quality-driven resolution.
- Align all claims processes with company policies and client service KPIs to maintain flawless performance.
- Create detailed, tailored reports and correspondence that satisfy legal, regulatory, and client needs.
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Client & Stakeholder Engagement
- Build and strengthen enduring client and broker relationships—acting as a strategic partner at senior levels.
- Represent Gallaher Bassett with credibility in the market, upholding the reputation for integrity and quality service.
- Elevate client experience and retention, translating partnerships into long-term loyalty.
Strategic & Operational Oversight
- Provide strategic input to enhance team performance, drive financial efficiency, and refine client impact.
- Collaborate with operational leadership to ensure agility in handling fluctuating claim volumes.
- Meet and exceed financial and budget goals while delivering measurable business value.
- Engage in tenders, negotiations, and business growth initiatives to shape the company’s future.
Technical & Peer Influence
- Demonstrate unprecedented technical excellence—ensuring all teams adhere to rigorous criteria.
- Help shape the future of best practices through internal and external technical engagements.
- Develop and deploy training materials that sharpen technical, analytical, and communication skills across the team.
Your Qualifications & Skills
- 10+ years of property loss-adjusting experience—specialised in major/complex claims within commercial property.
- ACILA Certified (or progressing towards FCILA)—proving technical expertise in claims management.
- Proven leadership in managing teams—with a track record of inspiring productivity, resolving conflict, and fostering high retention.
- Strong operational flair: can streamline processes, delegate effectively, and scale teams.
- Exceptional communication and interpersonal skills—frames complex issues clearly for diverse stakeholders.
- Equality-level negotiation aptitude with senior clients and broker networks.
- Fluent in written reports, verbal presentations, and assertive client discussions.
- Proficient under pressure, adapting quickly to evolving demands while maintaining composure.
- Organised and adaptable—can juggle multiple high-stakes cases without compromising standards.
- Valid UK driving licence essential for regular site visits.
- Authorised to work in the UK.
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Compensation & Benefits
From an industry-leading salary and career progression to tailored life needs, Gallaher prioritises your health, security, and growth. Depending on role level, your benefits may even grow further. Expect the minimum below—and beyond:
Core Benefits ✔ 25+ holiday days (plus public holidays), with flexibility to purchase extra. ✔ Competitive defined contribution pension scheme (with Gallagher contributions). ✔ Life insurance worth 4x your basic salary (extendable to 10x). ✔ Income protection—up to 50% of income (plus options to supplement). ✔ Health cash plan or Private Medical Insurance (your choice).
Extended Perks ✔ 3 paid volunteering days per year. ✔ Stock pricing schemes—EMI and ESPP plans for discounted share purchases. ✔ Critical illness cover. ✔ Gym membership discounts across 3,000 locations. ✔ Season ticket loans for personal interests. ✔ Broad access to employee discount offers for everyday savings. ✔ Emergency childcare back-up support.
Diversity, Inclusion & Sustainability
We’ve built a leader in ethics and community, rooted in diversity, inclusion, and long-term impact. For 95+ years, we’ve championed ESG commitment—embed your values here.
Our commitment
- We adopt an intentional, conscious approach to fostering workplace diversity, seeing it as a critical performance differentiator.
- Guided by Gallagher’s Living Wage certification, we champion fairness across gender, age, disability, religion, sexuality, protected characteristic lines, and more.
- Disability Confident Committed—assisting applicants at every stage and supporting workplace accommodations.
Still, inclusion starts with conversation. If you have a disability—or may need reasonable adjustments—reach out. Share details with TAGlobalSupport@ajg.com, or call us for support directly.
We prohibit discrimination and enforce strict equity across employment, access, and opportunity. At Gallaher, everyone deserves a fair shot.
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