Lead Claims Handler

Salary:£40,000.00 – £45,000.00 (depending on experience) + 10% performance bonus + Regional Uplift IF based in London (£7,500.00)

Working location: London or Milton Keynes

Employment type: full time, permanent

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

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.

• 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 elevate 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.

• 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.

• 27 days annual leave + bank holidays
• Enhanced pension scheme (up to 10.5%)
• Life assurance
• Subsidised private medical insurance
• Employee discounts platform
• Enhanced maternity, paternity, adoption leave and pay for all new parents

National House‑Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.