Senior Lead Claims Handler

NHBC; Milton Keynes; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A leading housing warranty organization in Milton Keynes is looking for a Senior Lead Claims Handler to manage complex claims cases. The successful candidate will deliver projects on time while mentoring team members to achieve high service standards. Strong experience in claims management and excellent communication skills are essential. This full-time position offers a salary of £50,000-£55,000 plus bonuses.

Benefits

27 days annual leave + bank holidays

Enhanced pension scheme (up to 10.5%)

Life assurance

Subsidised private medical insurance

Employee discounts platform

Two days volunteer leave

Enhanced parental leave and pay

Qualifications

• Extensive experience in claims management required.
• Understanding of the legal framework for NHBC operations is essential.
• Ability to influence others positively.

Responsibilities

• Manage and deliver large/complex claims cases.
• Coach and mentor team members for successful outcomes.
• Ensure compliance with FCA and Consumer Duty requirements.

Skills

Claims management

Project management

Communication skills

Organization

Negotiation

Problem-solving

Coaching and mentoring

Education

GCSE A-C English and Maths

NVQ L3 or equivalent

Job description

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Overview

Salary: £50,000.00 - £55,000.00 (depending on experience) + 10% performance bonus

Working location: Milton Keynes (3 days in the office + 2 days WFH)

Employment Type: Full Time, Permanent

Job summary:

The Senior Lead Claims Handler has primary responsibility for the management and successful delivery of large and/or complex claims cases. You will set both you own and others' strategies for claims and manage each case until a satisfactory conclusion is achieved minimising claims leakage.

Your focus will be on delivering the claims as quickly and efficiently as possible with exemplary levels of customer service. As a senior member of the team you will coach, support and mentor colleagues in the department to ensure satisfactory outcomes and high standards of service are achieved.

What you'll be doing

• Research and direct investigations on large/complex cases.
• Assess case validity; recommend where authority is exceeded.
• Authorise Rule 27 (NHBC taking over from builder).
• Manage and deliver claims to conclusion.
• Approve use of consultants and experts.
• Define, monitor, and update project plans with milestones.
• Set objectives and success measures (time, cost, customer).
• Provide direction, guidance, and support to project teams.
• Maintain accurate Large Loss Reports and pipelines.
• Manage triage and referrals to mitigate risk and guide strategy.
• Ensure compliance with FCA and Consumer Duty requirements.
• Identify and address personal learning and development needs.
• Manage risks in line with role and NHBC policies.
• Contribute to business strategy, objectives, and improvements.
• Deliver projects on time, within budget, and to quality standards.
• Evaluate project outcomes and conduct post-closure reviews.
• Undertake other senior-level tasks and projects as required.

What we are looking for

• Have extensive knowledge and experience of claims management.
• 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

Education and Qualifications

• GCSE A-C English and Maths
• NVQ L3 or equivalent

What we offer

Our benefits package includes:

• 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.

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