[Hiring] Senior Technical Lead @Crawford & Company

Role Description

Support the Head of Technical in leading the Subsidence technical and field consultants, ensuring the quality of technical decision making, indemnity spend management and operational performance are delivered to market-leading standards. The role has responsibility for assisting in the management of all technical matters within the function, including technical capability development, mentoring, training and succession planning across all teams.

The Senior Technical Lead (Subsidence) will act as a key technical leader for the business, providing oversight, guidance and support to managers, technical specialists and field-based colleagues, as well as clients. Quality, productivity, customer outcomes and both employee and client engagement will be key drivers of the role. The role will encompass all subsidence claims and will be home based, although occasional UK travel and overnight stays will be required.

Responsibilities

• Support the delivery of technical performance against client and internal requirements.
• Assist in overseeing the technical performance, quality and productivity of all field and technical staff, including key suppliers.
• Support the development and management of a quality assurance and audit programme that drives market-leading performance.
• Provide technical oversight of claim handling, ensuring consistent, accurate and commercially sound decision making.
• Act as a referral point for complex, high-value and technically challenging subsidence claims.
• Ensure operations remain compliant with company procedures, contractual service requirements and external regulatory obligations.
• Identify technical training needs and assist in the development and delivery of training programmes across the function.
• Support the implementation of innovative claims solutions, digital tools and process improvements to enhance customer outcomes, reduce claim lifecycle and optimise indemnity spend.
• Assist in maintaining and developing the subsidence proposition to ensure it remains relevant, competitive and aligned with client expectations.
• Build strong relationships with clients and participate in discussions relating to technical matters, quality performance and innovation initiatives.
• Support the implementation of surge and peak event strategies to ensure service continuity.
• Produce and analyse technical management information, identifying trends, risks and areas for improvement.
• Promote and support health and safety compliance for all office and field-based colleagues.
• Drive continuous technical improvement initiatives through coaching, mentoring and knowledge sharing.
• Monitor technical performance metrics and assist in developing meaningful measures of success.
• Deputise for the Head of Technical where required, representing the business internally and externally.
• Maintain a personal level of technical competence, market awareness and credibility consistent with a senior technical leadership position.
• Support the delivery of strategic objectives and business plans for the Subsidence division.

Qualifications

• Extensive experience within subsidence claims handling, loss adjusting or technical claims management.
• Strong technical knowledge of subsidence claim investigation, validation, monitoring and repair solutions.
• Excellent stakeholder management and client relationship skills.
• Strong analytical and problem-solving abilities.
• Experience of quality assurance, auditing and performance management processes.
• Understanding of indemnity spend management and claim lifecycle control.
• Experience of coaching, mentoring and developing technical colleagues.
• Knowledge of regulatory, health and safety and compliance requirements relevant to the role.

Requirements

• Chartered status or progression towards a relevant professional qualification would be advantageous.
• Insurance related qualification i.e. Cert CII or Cert CILA.