Senior Complex Claims Handler

Job role: Senior Complex Claims Handler

Salary: £64,000.00 – £74,000.00 (depending on experience) + 10% performance bonus + Regional Uplift (£7,200.00)

Working location: London 

Employment type: full time, permanent

Working arrangements: 3 days in the office (Tuesday mandatory) and 2 days working from home

Job summary:

The Senior Complex Claims Handler will be responsible for effective case handling, loss adjusting and project management on our largest and most complex cases. Typically involving high-rise multi-occupancy buildings and/or high-value claims, and cases subject to litigation and court proceedings.   

Leading project teams consisting of external advisors and colleagues from a range of insurance, legal and construction disciplines, you will set clear goals and provide clarity and direction throughout the claim lifecycle, ensuring that good outcomes are delivered in a controlled and effective way.

A key part of this role will be to work alongside the Legal team, providing insurance expertise to support the management of legal cases, responses to legal challenges and litigation.

What you’ll be doing

• Assess and manage large/complex claims from inception to settlement, determining policy coverage, liability, recovery and validity.

• Develop and deliver investigation and project plans, working with technical and project teams to meet agreed milestones and business objectives.

• Provide clear recommendations on claim validity and strategy to senior stakeholders, including executive level.

• Lead and support internal and external project teams, ensuring regulatory compliance, Consumer Duty adherence and accurate reporting.

• Identify and manage risks, contribute to business improvement initiatives, and provide feedback to underwriting and actuarial teams.

What we’re looking for

• Have extensive knowledge and experience of claims management. 
• The Senior Complex Claims Handler must understand and demonstrate 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
• Have a good knowledge of FCA requirements and insurance legislation
• Be able to demonstrate good lateral thinking and problem solving skills.
• Has experience working with complex insurance products
  
  

Qualifications

• CII, CILA, CIOB, CEng, RICS qualification

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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