Lead Claims Handler

Salary: £42,000.00 - £45,000.00 (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 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 are 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;

Education and Qualifications

• GCSE pass in English and Maths

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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