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- Tasks: Manage customer claims, ensuring smooth communication and timely resolutions.
- Company: Join NHBC, the market leader in new home warranties and insurance.
- Benefits: Enjoy 27 days leave, enhanced pension, and flexible working options.
- Why this job: Make a real difference by supporting customers through their claims journey.
- Qualifications: Customer service experience, strong communication skills, and problem-solving abilities.
- Other info: Be part of a rapidly growing team with fantastic career development opportunities.
The predicted salary is between 29000 - 33000 £ per year.
NHBC Milton Keynes, England, United Kingdom
Salary: £29,000.00 - £33,000.00 (depending on experience) + 6% performance bonus
Working location: Milton Keynes (3 days in the office + 2 days WFH)
Employment Type: Full Time, Permanent
Job Summary
The Claims Handler is the key contact for our customers on most standard claims and real customer focus is a top priority. They communicate the cover provided by the policy clearly, evaluate enquiries at first contact and support the customer for the duration of their claim. They also communicate and liaise with Claims Investigators, Builders, proactively on the progress of claims to ensure all parties deliver a satisfactory and timely outcome. The primary purpose of the role is to ensure the smooth management and timely delivery of a claim from start to finish. The role offers an insight into the new homes business and provides an interesting opportunity to provide valuable support for our customers through complex and varied claims.
What You’ll Be Doing
- Recommend repudiation or investigation of a claim at first contact.
- Identify emerging large and complex claims in area and refer them to the Specialist Claims Consultants at an early stage.
- Resolve Resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team – taking ownership till the matter is satisfactorily concluded.
- Act as the main point of contact for customers on standard claims where NHBC or the original builders are undertaking repairs.
- Manage customers’ expectations, explaining decisions succinctly and well, detailing what will happen over the course of the claims.
- Proactively work with other parties involved in delivering the elements of the claim to ensure delays are avoided.
- Make recommendations to and seek advice, direction and authority from the Team Leaders and, if appropriate, Claims Consultants.
- Ensure understanding and adherence to Treating Customers Fairly requirements.
- Ensure complaints are managed in a timely and pro‑active manner, with adherence to required timescales and regulatory requirements.
- Identify and act on learning & development needs in order to maximise personal contribution to your role.
- Ownership and adherence to internal and external policies, procedures and governance.
- Play your part in business improvements by contributing ideas for improvements.
- Other tasks and projects commensurate with the seniority of the role.
What We Are Looking For
- Experience within a customer service environment, especially on the telephone as role is working in a call centre environment.
- Knowledge of working with housing associations or managing agents.
- Experience with previous claims handling.
- Demonstrable administrative and IT skills.
- Strong communication skills verbal and written.
- Problem solving.
What We Offer
- 27 days annual leave + bank holidays.
- Holiday purchase scheme.
- Enhanced pension scheme (up to 10.5%).
- Life assurance.
- Subsidised private medical insurance.
- Employee discounts platform.
- Two days volunteer leave.
- Enhanced maternity, paternity, adoption leave and pay for all new parents.
- Many more!
Who We Are
At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go‑to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.
Why you should join us
As a modern, family‑friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey. Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey. We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.
Our inclusive culture
We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea‑sharing.
Claims Handler (Level 2) employer: NHBC
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Handler (Level 2)
✨Tip Number 1
Get to know the company inside out! Research NHBC, their values, and what makes them tick. This way, when you get that interview, you can show off your knowledge and passion for the role.
✨Tip Number 2
Practice your communication skills! As a Claims Handler, you'll need to explain things clearly and concisely. Try role-playing with a friend or family member to get comfortable with common scenarios you might face.
✨Tip Number 3
Network like a pro! Connect with current or former NHBC employees on LinkedIn. They can provide insider tips and maybe even put in a good word for you. Plus, it shows you're proactive!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at NHBC.
We think you need these skills to ace Claims Handler (Level 2)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Claims Handler role. Highlight your customer service experience and any relevant claims handling skills. We want to see how you fit into our unique culture!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your strong verbal and written skills in your application. Use clear and concise language to show us you can explain complex ideas simply.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles, especially in customer service or claims handling. This will help us see your proactive approach.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at NHBC
✨Know Your Claims Inside Out
Before the interview, brush up on your knowledge of claims handling processes and common issues. Be ready to discuss how you would manage customer expectations and resolve claims efficiently, as this role is all about clear communication and problem-solving.
✨Showcase Your Customer Service Skills
Since this position is heavily focused on customer interaction, prepare examples from your past experiences where you successfully handled customer queries or complaints. Highlight your ability to empathise with customers and provide solutions, as this will demonstrate your fit for the role.
✨Familiarise Yourself with NHBC
Research NHBC and its services thoroughly. Understand their mission and values, especially their commitment to treating customers fairly. This knowledge will help you align your answers with their core principles during the interview.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
