Technical Claims Manager

Posted: 13/04/21
Salary:£57500.00 to £62200.00 per year
Location:Milton Keynes, Buckinghamshire

NHBC has a fantastic opportunity for a Technical Claims Manager to join their Claims team based in Milton Keynes. The role of the Technical Claims Manager will be Responsible for ensuring delivery of consistent, technically accurate, consumer focused claims handling on the largest and most complex cases in the Claims Department.

Ensure the technical competence (insurance and construction) of the team so claims are handled in an effective and efficient manner to meet the needs of the consumer and TCF.

You will manage, coach, mentor and guide a team of case owners and create an environment where the team can deliver positive claims outcomes. You will set clear goals and provide clarity to team members on what is required of them and evaluate performance and oversee their continual professional development.

The role will involve you in a degree of case management, with particular focus on Section 4 cases, along with line management responsibilities. Your role will also involve reviewing and providing guidance and direction on complaints.

About the role

Manage, coach and develop a team of case owners handling sensitive or high-value cases (typically in excess of £500,000), including:

Ensuring pipelines/estimated costs and timeframes on cases are delivered on, and recovery prospects are identified and maximised.

Ensure that external resources are effectively controlled and managed; procurement policies are adhered to; and that the performance of external consultants provides value for money.

Maintaining robust QA processes to ensure that cases are undertaken in a consistent, efficient, consumer focused and cost-effective way.

Maximising individual’s potential through effective performance management. Carry out regular 1-2-1s and Performance and Development Reviews, ensuring there is a training plan in place for each team member. Develop the professional competence of team members.

Undertake general management duties, such as:

Providing reports to senior managers in Claims and throughout other areas of the business as and when required.

Undertaking recruitment activities as required.

Presenting claim data/overviews of complex cases to other areas of the business as and when required.

Tracking team complaints and ensure a strong focus on early resolution of complaints wherever possible.

Preparing and providing regular management reports on team performance.

Interpreting NHBC’s Buildmark policies and advise on policy cover.

Participating as directed in working groups, special projects, cross department committees.

Closely monitoring customer feedback and satisfaction scores and taking corrective action when required.

Undertake effective management of cases, including:

Overseeing the portfolio of large / complex cases.

Researching the background on all aspects of large/complex cases (policy cover, third party involvement, securities, recoveries, etc) and direct the investigation phase on your own cases.

Determining validity on large/complex cases and make recommendations on validity where own authority is exceeded.

Undertaking site visits and project management on complex claims where required.

Authorising high value Rule 27 where NHBC takes over repairs from the builder.

Setting reserving levels and update (up or down) as the pipeline for the claim is refined and liaise with the Actuaries to ensure they are kept informed of emerging large losses.

Other tasks and projects commensurate with the seniority of the role

About you

Preferably have management experience of high performing teams gained in the insurance or construction environment, be an excellent communicator and negotiator with a high level of inter-personal, presentational and organisational skills and be IT literate.

Have previous experience in claims investigation and handling cases of high value and complexity.

Strong influencing and assertiveness skills to manage multiple stakeholders – consumers, builders, solicitors and collaborate with internal teams.

Have a good knowledge of FCA requirements, insurance, investigative techniques, construction and remedial techniques along with a good knowledge of NHBC Standards, the Building Regulations and NHBC insurance policies.

Be able to demonstrate good lateral thinking and problem-solving skills.

Self-motivated and able to motivate and coach others to get results.

Strong influencing and assertiveness skills to manage multiple stakeholders – consumers, builders and collaborate with internal teams.

The ideal job holder will be educated to degree level in an appropriate discipline: Ideally is a member of a professional institute such as CII, CILA, CIOB or RICS.

Have a good knowledge of FCA requirements, insurance, investigation techniques, house-building construction and remedial techniques.

Be able to demonstrate good lateral thinking and problem-solving skills.

Have good knowledge of NHBC Standards and NHBC insurance policies.

Salary & Benefits

£57500.00 – £62200.00 per annum (depending on experience)
Up to 10% performance related bonus.

26 days pa annual leave with option to purchase one additional week per year.
Pension scheme to Pension Mark Plus standards (up to 10.5% of salary employer contribution).
Equalised Paternity, Maternity and Adoption Leave.
Life assurance of 4 x salary.
Subsidised private medical insurance.
Cycle purchase scheme.
High street discounts and preferential gym rates.
Employee assistance programme.

Apart from working with great colleagues who are passionate about what they do, we pride ourselves on developing individuals to achieve their full potential and offer exceptional personal development and career progression opportunities. We also support, sponsor and pay for training and membership to relevant professional organisations. All necessary equipment and other allowances associated with working from home will be provided.

Always happy to talk flexible working
We encourage employees to work flexibly in different ways including home working, field working and both formal and informal flexible working arrangements. We don’t promise we can offer you what you want, but we are always happy to talk flexible working. In the interview process we’ll discuss this more with you.

Diversity and Inclusion
NHBC is committed to equal opportunities for all. We are a signatory to the Armed Forces Covenant and the Women in Finance Charter. Our inclusive culture helps us to maintain competitive advantage as we aim to attract people from diverse backgrounds to complement our team. Underlying our overall commitment to equality is the fundamental belief in the right of all employees and customers to be treated with dignity and respect and to be guaranteed freedom from discrimination.

Our Values
Excellent – Proud and professional in all that we do.

Connected - Collaborating, sharing and achieving success as a team.

Human - Challenging, supporting and respecting each other.

Progressive - Inspired by possibilities, learning and adapting together.

Closing Date: Friday 23rd April 2021

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