Senior Complex Claims Handler

National House Building Council; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Join a leading independent provider of warranty and insurance for new-built homes as a Senior Complex Claims Handler. In this pivotal role, you will oversee high-value claims, ensuring effective communication with stakeholders and compliance with regulations. This innovative organization values personal growth, offering extensive training and flexible working arrangements. Embrace the opportunity to make a significant impact in a supportive environment that prioritizes inclusivity and employee well-being. If you are proactive and solution-focused, this is the perfect chance to advance your career in a dynamic industry.

Benefits

27 days annual leave + bank holidays

Enhanced pension scheme (up to 10.5%)

Life assurance

Subsidised private medical insurance

Employee discounts platform

Enhanced maternity and paternity leave

Flexible working arrangements

Yearly performance bonus

Opportunity to purchase extra holiday days

Continuous professional development

Qualifications

• Extensive experience in managing high-value construction claims.
• In-depth knowledge of warranty providers' legal frameworks.

Responsibilities

• Manage home warranty claims from inception to resolution.
• Assess complex case files and coordinate with multiple stakeholders.

Skills

Construction Claims Management

Legal and Regulatory Knowledge

Problem-Solving Skills

Communication Skills

Job description

Job role – Senior Complex Claims Handler

Salary: up to £80,000 (depending on experience) + 10% performance bonus

Working location: London / Hybrid (3 days at office location or site)

Employment type: Full time, permanent

Job summary:

As a Senior Complex Claims Handler you will take full ownership of high-value and complex claims from inception to resolution. In this role, you will manage relationships with both internal and external stakeholders at all levels, ensuring seamless communication and collaboration throughout the claims process. You will use sound judgment to make decisions within your authority, ensuring efficient and effective claims management.What you’ll be doing

• Manage home warranty claims proactively from start to finish, ensuring a smooth claims journey.
• Assess and analyse complex, high-value case files to determine key facts, including policy coverage, third-party involvement, security interests, and recovery options.
• Coordinate with multiple stakeholders, including homeowners, contractors, project managers, and construction teams, as well as internal departments such as legal, underwriting, and customer services.
• Develop and manage project plans, setting key milestones, timelines, and regular reviews to ensure timely and effective claim resolution.
• Ensure compliance with all regulatory requirements (including Consumer Duty) and adhere to internal policies, procedures, and governance standards.

What we’re looking for

• In-depth knowledge of the legal and regulatory framework governing warranty providers.
• Extensive experience in managing construction-related claims, particularly high-value building and structural claims.
• Proactive and solution-focused, with strong lateral thinking and problem-solving skills.
• Excellent communication skills (both written and verbal), with the ability to influence, lead, and drive positive outcomes.

What we offer

Our benefits package includes:

• 27 days annual leave + bank holidays
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• 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.

Why NHBC

Work for the UK’s leading independent provider of warranty and insurance for new-built homes.

We have a range of job opportunities across the UK, including field and home-based roles within corporate, business operations and field tech. We welcome experienced professionals and those new to the world of work such as trainees, and with our flexible working approach we are open to helping you find a role that works for you.

Why work for NHBC

NHBC colleagues have access to a wide range of additional benefits and we ensure our packages are attractive to current and potential employees.

Flexibility

Bonus

We offer a yearly performance based bonus to all employees based on a percentage of salary.

27 days holiday + bank holidays with the opportunity to purchase extra days.

Enhanced leave and pay

We offer equalised maternity, paternity, adoption leave and pay for all new parents.

We recognise the valuable contribution that our colleagues make, benchmarking our salaries, against the wider market to ensure our packages are attractive.

Our Diversity Equity and Inclusion (DE&I) strategy is focused on providing a shared direction and commitment for the organisation to respect and value our diverse workforce and continue to build a more inclusive workplace. We aim to attract and retain a workforce that represents the communities in which we work.

If you're interested in working at NHBC but haven't found the role for you within our list of current vacancies, please feel free to upload your CV. We will contact you if a suitable position becomes available and will keep your CV on file for up to 18 months. We also recommend checking our careers web page regularly, as new opportunities are posted frequently.

National House-Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.