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- Tasks: Lead complex claims, support customers, and ensure timely outcomes.
- 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 impact while growing your career in a supportive environment.
- Qualifications: Previous claims handling experience and strong communication skills required.
- Other info: Embrace a culture of inclusivity and continuous personal development.
The predicted salary is between 40000 - 45000 £ per year.
The Lead Claims Handler is the key contact for our customers on larger and more complex claims, with a strong focus on customer service. You will communicate the cover provided by the policy clearly and support the customer throughout their claim. Additionally, you will liaise with builders, remedial work contractors, and specialists proactively 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 the claim from start to finish.
You will work on a mix of claims which may be referred to you by Investigator colleagues or take direction from Senior Lead Claims Handlers on larger cases. The role offers insight into the new homes business and provides an opportunity to support customers through complex and varied claims.
What you’ll be doing:
- Contribute to claims strategy and project plans on large/complex cases.
- Recommend repudiation/rejection in line with authority.
- Prepare referrals for Rule 27 on complex cases.
- Identify and escalate emerging large/complex claims early.
- Act as main customer contact where NHBC undertakes repairs.
- Manage expectations and explain decisions clearly.
- Hold regular reviews with project team to ensure progress.
- Recommend and seek direction/authority for pipeline variations.
- Communicate claims costs to inform builders and maximise recoveries.
- Ensure compliance with FCA and Consumer Duty requirements.
- Manage complaints promptly within required standards.
- Own triage/referrals to manage risk and case strategy.
- Identify and address personal development needs.
- Adhere to policies, procedures, and governance.
- Manage risks in line with NHBC standards.
- Contribute ideas for business improvements.
- Support and coach less experienced team members.
- Undertake other senior-level tasks and projects as required.
What we’re looking for:
- Previous claims handling experience.
- Demonstrable administrative and project management skills.
- An understanding of the legal and regulatory framework within which NHBC operates.
- Understanding of ethical behaviour and business practices.
- Expert communicator (written and verbal) able to positively influence others.
- Strong organisation, negotiation, and problem-solving skills.
- Able to coach and mentor others.
- Act with integrity.
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 benefits.
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, thorough training, continuous development, and the chance to earn recognised qualifications and professional memberships.
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.
Lead Claims Handler in London employer: NHBC
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Claims Handler in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Lead Claims Handler role.
✨Tip Number 2
Prepare for interviews by researching the company and understanding their claims process. We recommend practising common interview questions and even role-playing with a friend. This way, you’ll feel confident discussing how your experience aligns with the job description.
✨Tip Number 3
Showcase your communication skills! As a Lead Claims Handler, you’ll need to explain complex information clearly. During interviews, use examples from your past experiences where you successfully communicated with customers or managed expectations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. So, get your application in and let’s get the conversation started!
We think you need these skills to ace Lead Claims Handler in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Lead Claims Handler role. Highlight your previous claims handling experience and any relevant project management skills that align with what we're looking for.
Show Off Your Communication Skills: As an expert communicator, it's crucial to demonstrate your written communication skills in your application. Use clear and concise language to convey your experiences and how they relate to the role.
Be Authentic: We value integrity and ethical behaviour, so don’t hesitate to let your personality shine through. Share your motivations for applying and how you align with our values at NHBC.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it reaches the right people!
How to prepare for a job interview at NHBC
✨Know Your Claims Inside Out
Before the interview, brush up on your claims handling experience. Be ready to discuss specific cases you've managed, especially complex ones. This will show your expertise and ability to handle the responsibilities of a Lead Claims Handler.
✨Master the Communication Game
As a Lead Claims Handler, communication is key. Prepare examples of how you've effectively communicated with customers and contractors in the past. Highlight your ability to explain complex information clearly and manage expectations.
✨Showcase Your Problem-Solving Skills
Think of instances where you've had to navigate tricky situations or resolve conflicts. Be prepared to share these stories during the interview, as they demonstrate your negotiation skills and ability to think on your feet.
✨Emphasise Team Leadership and Coaching
Since you'll be supporting and mentoring less experienced team members, come equipped with examples of how you've successfully coached others. This will illustrate your leadership qualities and commitment to team development.
