Senior Complex Claims Handler

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

Job summary

An established industry player is seeking a Senior Complex Claims Handler to oversee high-value claims from inception to resolution. This role involves managing relationships with various stakeholders, ensuring compliance with regulations, and utilizing strong problem-solving abilities to drive positive outcomes. Join a forward-thinking company that values personal growth and offers a supportive, inclusive culture. With a competitive salary and benefits package, this is a fantastic opportunity for those looking to make an impact in the claims management sector.

Benefits

27 days annual leave + bank holidays

Enhanced pension scheme

Life assurance

Subsidised private medical insurance

Employee discounts platform

Enhanced parental leave

Qualifications

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

Responsibilities

• Manage home warranty claims from start to finish.
• Coordinate with stakeholders for effective claims resolution.

Skills

Legal and regulatory knowledge

Claims management

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. You will manage relationships with 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:

1. Manage home warranty claims proactively from start to finish, ensuring a smooth claims journey.
2. Assess and analyse complex, high-value case files to determine key facts, including policy coverage, third-party involvement, security interests, and recovery options.
3. Coordinate with multiple stakeholders, including homeowners, contractors, project managers, construction teams, and internal departments such as legal, underwriting, and customer services.
4. Develop and manage project plans, setting key milestones, timelines, and regular reviews to ensure timely and effective claim resolution.
5. 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, and 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 believe in fair treatment, dignity, and respect for all employees and customers, free from discrimination. Our active employee networks support colleagues and 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 offer 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 newcomers, including trainees, and our flexible approach helps you find a role that works for you.

Our colleagues have access to a wide range of benefits, and we ensure our packages remain attractive to current and potential employees.

Flexibility, Bonus, and Benefits:

• Performance-based bonus (percentage of salary)
• 27 days holiday + bank holidays, with options to purchase extra days
• Enhanced leave and pay, including equalised maternity, paternity, and adoption leave
• Competitive salaries benchmarked against the market

Our Diversity, Equity, and Inclusion (DE&I) strategy is committed to respecting and valuing our diverse workforce and building an inclusive workplace. We aim to attract and retain a workforce that reflects the communities we serve.

If you're interested in working at NHBC but haven't found a suitable role, please upload your CV. We will contact you if a position becomes available and will keep your CV on file for up to 18 months. Check our careers page regularly for new opportunities.

NHBC engages with preferred recruiters or agencies on a formal basis. Unsolicited applications from agencies without a signed agreement will not be considered, and NHBC will not pay fees for such applications.