Claims Handler (Level 2)

Salary: £29,000.00 - £33,000.00 (depending on experience) +  6% performance bonus 

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

Employment Type: Full Time, Permanent

Job summary:

The Claims Handler is the key contact for our customers on most standard claims and real customer focus is a top priority.  They communicate the cover provided by the policy clearly, evaluate enquiries at first contact and support the customer for the duration of their claim.   They also communicate and liaise with Claims Investigators, Builders, 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 a claim from start to finish.

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

• Recommend repudiation or investigation of a claim at first contact.
• Identify emerging large and complex claims in area and refer them to the Specialist Claims Consultants at an early stage.
• Resolve Resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team – taking ownership till the matter is satisfactorily concluded.
• Act as the main point of contact for customers on standard claims where NHBC or the original builders are undertaking repairs.
• Manage customers’ expectations, explaining decisions succinctly and well, detailing what will happen over the course of the claims.
• Proactively work with other parties involved in delivering the elements of the claim to ensure delays are avoided.
• Make recommendations to and seek advice, direction and authority from the Team Leaders and, if appropriate, Claims Consultants.
• Ensure understanding and adherence to Treating Customers Fairly requirements.
• Ensure complaints are managed in a timely and pro-active manner, with adherence to required timescales and regulatory requirements.
• Identify and act on learning & development needs in order to maximise personal contribution to your role.
• Ownership and adherence to internal and external policies, procedures and governances.
• Play your part in business improvements by contributing ideas for improvements.
• Other tasks and projects commensurate with the seniority of the role.

What we are looking for

• Experience within a customer service environment
• Especially on the telephone as role is working in a call centre environment.
• Knowledge of working with housing associations or managing agents.
• Experience with previous claims handling
• Demonstrable administrative and IT skills
• Strong communication skills verbal and written.
• Problem solving

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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