Major & Complex Loss Adjuster | Birmingham & Watford

We are seeking an experienced Major & Complex Loss Adjuster to join a dynamic and high-performing Property Division. As a Major & Complex Loss Adjuster, you will be responsible for handling complex and high-value property claims from first notification through to final settlement, ensuring technical accuracy, compliance, and outstanding customer service throughout the lifecycle of each claim.

This Major & Complex Loss Adjuster role offers a hybrid working arrangement, combining both site-based and home-based work, and provides the opportunity to manage a dedicated geographical area while also supporting colleagues across wider regions as workload demands require.

Key Responsibilities – Major & Complex Loss Adjuster:

• Manage claims in line with internal procedures and strict client service standards within the Major & Complex Loss environment
• Take full ownership of allocated cases, proactively driving them through to resolution
• Deliver against key performance indicators (KPIs) and client service level agreements (SLAs)
• Ensure full compliance with regulatory requirements, internal systems, and claims handling protocols
• Adapt to individual client needs and expectations while maintaining consistent service quality
• Apply strong technical claims handling expertise and policy interpretation to achieve fair and accurate settlements
• Produce clear, professional, and tailored reports and correspondence
• Handle sensitive and high net worth (HNW) claims with empathy, fairness, and professionalism
• Manage flexible and sometimes complex appointment schedules, including site visits
• Maintain accurate and up-to-date records in line with internal and client requirements
• Build and maintain strong relationships with clients, brokers, policyholders, and suppliers
• Communicate effectively and transparently with all stakeholders to manage expectations
• Contribute to high-quality technical documentation and reporting
• Work collaboratively as a Major & Complex Loss Adjuster within a wider team, sharing knowledge and supporting overall performance

Additional Responsibilities – Major & Complex Loss Adjuster:

• Support and mentor junior colleagues, contributing to their technical development
• Deputise for senior team members when required and assist with team coordination
• Contribute to continuous improvement initiatives focused on quality and technical excellence
• Support client engagement and relationship management to aid retention and business growth
• Provide support to other teams and divisions during peak periods to ensure service continuity

What we need from you:

• As a minimum Cert CILA, ideally ACILA.
• Ideally you would be competent and comfortable with dealing with claims that include BI
• A minimum of 2 years’ experience as a MCL Adjuster
• A full clean driving license
• You will need to be confident, have excellent communication skills, organised, an attention to detail and a passion for delivery quality service and work