By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Operations Manager – Incident Response Team (insurance claims)

Job Location: United Kingdom, remote working (travel to the office for meetings required)

Job Type: Permanent  

Remuneration: Competitive salary taking into account skills, experience and qualifications

Lead a 24/7 Incident Response Operation That Delivers Exceptional Support to Customers When They Need It Most.

This is a high-impact leadership opportunity for an experienced Operations Manager to lead a fast-paced, 24/7/365 Incident Response Team. You will oversee the end-to-end delivery of Home Emergency and First Notification of Loss (FNOL) services across a diverse portfolio of insurer, affinity and corporate clients. The role is ideal for an engaging contact centre leader who is passionate about exceptional customer service, continuous improvement, technology, and developing high-performing teams.

Reporting to the Incident Response Team Director, you will lead Service Delivery Managers and operational leaders across hybrid and home-based teams. You will take ownership of operational performance, ensuring the consistent delivery of key performance indicators, service level agreements, quality standards, and customer experience targets. You will also ensure the operation is ready to respond effectively to adverse weather, increased claim volumes, and other surge events.

Customers often contact the team during difficult and stressful situations, so delivering an empathetic, efficient, and professional service will be central to your role. You will oversee the customer journey from first notification through to resolution, manage escalated complaints and complex operational issues, and build strong relationships with clients and internal business partners.

As a people-focused leader, you will create a positive and accountable culture through coaching, engagement, and development. You will support succession planning, strengthen future leadership capability, and ensure colleagues have the guidance and resources needed to deliver excellent outcomes. You will also work closely with wider leadership teams to maintain consistent processes, performance standards, and customer outcomes across locations.

Using management information and operational insight, you will identify trends, improve efficiency, optimise resources, and enhance both the customer and colleague experience. You will lead change initiatives, support system improvements and strategic projects, and contribute to the wider Home Emergency and FNOL strategy. You will also maintain strong governance and ensure compliance with FCA requirements, data protection legislation, contractual obligations, and company standards.

This role offers the opportunity to shape a critical operation, influence strategy, and make a meaningful difference to customers when they need support most. As the service operates around the clock throughout the year, flexibility will be important, including the ability to support the business during periods of increased demand and deputise for the Operational Director when required.

As the service operates 24 hours a day, 365 days a year, flexibility is essential. Whilst the role will primarily operate during normal business hours, the successful candidate will be expected to provide leadership support outside of core hours when required, including during major incidents, adverse weather events, operational escalations and periods of significant demand.

Remote based role with occasional travel to operational locations, client meetings and other business meetings across the UK.

The skills you will have when you apply:  

• Proven experience leading leaders and managers within a contact centre, service delivery, claims or assistance environment.
• Experience managing large-scale, high-volume operations.
• Strong understanding of operational performance, workforce planning and customer service metrics.
• Excellent leadership, coaching and people management skills.
• Experience leading through change and periods of significant operational demand.
• Strong stakeholder management, communication and decision-making skills.
• Ability to remain effective under pressure and during major incidents.
• Understanding of FCA-regulated environments and customer complaint handling.
• Commercial awareness and experience using management information to drive performance.

What we’ll give you for this role:

Remuneration & more  

• Competitive salary taking into account skills, experience and qualifications 
• A Self Invested Personal Pension Scheme (SIPP)
• Holiday allowance of 25 days plus bank holidays 
• Flexible working from our office or your home 

Health & support  

• Private healthcare plan (including pre-existing conditions) 
• Life assurance  
• Group Income Protection 
• Employee assistance programme for employee wellbeing

Other benefits  

• Voluntary benefits – green car scheme, dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP applications
• Discounts on various products and services

This isn't just a position, it's a pivotal role in shaping our industry  

At Sedgwick, not only will you be working behind the scenes for some of the UK's most trusted insurance brands helping to resolve millions of claims every year, you'll also be an architect of tomorrow's insurance landscape with Sedgwick University. Our proprietary offering is the most comprehensive training and development program in the industry with more than 15,000 courses on demand, training specific to roles, and opportunities to continue your formal education – all available to you starting from your very first day.  

You'll join a community passionate about making a difference, where every role contributes to a larger mission; protecting people and businesses. This isn't just a job; it's an opportunity to shape the future of insurance.  

Next steps for you:  

Think we'd be a great match? Apply now – we want to hear from you.  

If you’re unsure whether you have all the skills needed then do apply – we are looking for all backgrounds from seasoned professionals to those returning to the workforce, and everyone in-between.   

Not only that, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.   

After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person). 

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