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- Tasks: Lead complex claims, support customers, and liaise with contractors for timely outcomes.
- Company: NHBC, the market leader in new home warranties and insurance.
- Benefits: Competitive salary, 27 days leave, enhanced pension, and flexible working options.
- Why this job: Join a growing team, make a real impact, and develop your career in a supportive environment.
- Qualifications: Experience in claims handling, strong communication, and project management skills.
- Other info: Inclusive culture with opportunities for personal growth and professional development.
The predicted salary is between 40000 - 45000 £ per year.
Salary: £40,000.00 – £45,000.00 (depending on experience) + 10% performance bonus + Regional Uplift IF based in London (£7,200.00)
Working location: London or Milton Keynes
Employment type: full time, permanent
Working arrangements: 3 days in the office (Tuesday mandatory) and 2 days working from home
The Lead Claims Handler is the key contact for our customers on larger and more complex claims and real customer focus is a top priority. You will communicate the cover provided by the policy clearly and support the customer for the duration of their claim. You must also communicate and liaise with builders, remedial work contractors and specialists 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 the claim from start to finish. You will work on a mix of claims which may be referred to you by Investigator colleagues in your area or take direction from the Senior Lead Claims Handlers on larger cases. 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
- 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.
- Will demonstrate an understanding and of ethical behaviour and business practices and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organisation.
- Will be an expert communicator (written and verbal) and be able to lead through positively influencing others to achieve results.
- Will have strong organisation, negotiation and problem-solving skills.
- Will be 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!
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.
Lead Claims Handler in Milton employer: NHBC
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Claims Handler in Milton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your communication skills! As a Lead Claims Handler, you'll need to convey complex information clearly. Role-play with a friend or use online resources to sharpen your verbal and written communication.
✨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 about joining our team!
We think you need these skills to ace Lead Claims Handler in Milton
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: Since this role requires expert communication, be sure to showcase your written and verbal skills in your application. Use clear and concise language to demonstrate how you can effectively communicate with customers and colleagues.
Highlight Your Problem-Solving Abilities: We want to see how you tackle challenges! Include examples in your application that illustrate your negotiation and problem-solving skills, especially in complex situations related to claims.
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 this exciting opportunity at NHBC.
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 give you confidence when answering questions.
✨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 manage expectations and resolve conflicts smoothly.
✨Showcase Your Problem-Solving Skills
Think of scenarios where you've had to navigate tricky situations or make tough decisions. Be prepared to explain your thought process and how you arrived at your solutions. This will demonstrate your critical thinking and negotiation skills.
✨Emphasise Team Leadership and Coaching
Since you'll be supporting and mentoring less experienced team members, come equipped with examples of how you've coached others in previous roles. This will illustrate your leadership qualities and commitment to team development.
