Job Description

About The Role

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ARAG UK is looking to bring on board a driven and proficient Head of Claims Operations to join our high-performing Claims Department in an exciting phase of growth.



This is a key strategic leadership role, where you will hold responsibility for shaping and delivering customer service excellence through operational strategy, process optimisation, and technology. The role ensures service outcomes consistently meet business and customer expectations, with a strong focus on achieving good customer outcomes in line with Consumer Duty. In addition, you will be responsible for controlling the day-to-day management of the Before The Event (BTE) Volume Claims operation, including all aspects of operational performance and resource management.


You'll work closely with senior leaders across Customer Experience & Insight, Technical Excellence, and Specialist Claims areas to embed strategic goals into operational delivery. This includes aligning customer service strategy, ensuring teams are trained and resourced to meet SLAs, and creating a seamless, end-to-end journey for customers and business partners. A key focus of the role is ensuring that every interaction leads to good customer outcomes, in full alignment with Consumer Duty principles thereby placing customer needs, fairness, and transparency at the heart of every decision. Primarily the role is about helping our people to do the best for our customers. They are at the heart of everything we do. Therefore, it is essential that you are customer-centric, with a passion for identifying and developing a culture of process and performance improvements and implementing efficiencies for the customer whilst for leading and developing your team. With two direct reports, you will oversee a department that typically delivers customer interactions across multiple channels, and we are looking for an individual who can evaluate problems and provide solutions, identify and take advantage of opportunities to improve and, at all times, act with integrity. .



This is an exciting time to join us as Head of Claims Operations, where we are undergoing growth and innovation. These include implementing new systems and improving processes, giving the role holder an excellent opportunity to effect change and proactively contribute.



Only a stone's throw from Bristol Temple Meads station, we have newly refurbished, modern city centre offices where the role is based. The role-holder will need to be happy to travel frequently to our office in Bedwas, helping to maintain interaction with the department and key stakeholders across both sites.

About You

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We are keen to hear from candidates with comprehensive knowledge and understanding of delivering excellent customer experiences. You will be passionate and driven, with a genuine care for developing our people and ensuring the best customer experience possible.



In addition, we are looking for candidates that can demonstrate the following:


Experience working within a similar role within a regulated environment (Financial Services / Insurance)

Extensive experience successfully managing a high performing, customer focused team utilising services through a variety of mediums and motivating teams to deliver objectives and targets.

Ability to work collaboratively across departments, communicating in a clear and effective manner and tailoring communication style to relevant audience

A forward-thinking approach to how we can continue to develop and improve, making the most of each customer contact to deliver an excellent customer experience whilst thinking creatively to drive service improvements,

Excellent communication (written and verbal) and negotiation skills

Understanding of the role of complaints management to an organisation and how it relates to Customer Service

Ability to work under pressure within a busy area, dealing with competing priorities and delivering results to tight deadlines.

A proven track record of managing, developing and achieving excellent customer services consistently, across a range of mechanisms.

Experience of reviewing, developing and implementing new policies in line with changes in legislation and best practice


As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work. In return for your commitment, we will offer you generous remuneration and an attractive benefits package which will include:


28 days holiday with the option to buy up to a further 5 days Company pension scheme with the option to increase contributions Inclusion in a private medical scheme (single cover) Car Allowance Group Income Protection for all employees Group Legal Protection for all employees A choice of either European Motor Assistance or Home Emergency Assistance Salary sacrifice benefits including Cycle scheme Access to a health assessment once every 2 years Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

About The Company

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ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.



Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.



We have always been aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees.



We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.



By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.



If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.