Senior Complex Claims Handler

Job role – Senior Complex Claims Handler

Salary: up to £80,000 (depending on experience) + 10% performance bonus

Working location: London / Hybrid (3 days at office location or site)

Employment type: Full time, permanent

Job summary:

As a Senior Complex Claims Handler you will take full ownership of high-value and complex claims from inception to resolution. In this role, you will manage relationships with both internal and external stakeholders at all levels, ensuring seamless communication and collaboration throughout the claims process. You will use sound judgment to make decisions within your authority, ensuring efficient and effective claims management.

What you’ll be doing

• Manage home warranty claims proactively from start to finish, ensuring a smooth claims journey.
• Assess and analyse complex, high-value case files to determine key facts, including policy coverage, third-party involvement, security interests, and recovery options.
• Coordinate with multiple stakeholders, including homeowners, contractors, project managers, and construction teams, as well as internal departments such as legal, underwriting, and customer services.
• Develop and manage project plans, setting key milestones, timelines, and regular reviews to ensure timely and effective claim resolution.
• Ensure compliance with all regulatory requirements (including Consumer Duty) and adhere to internal policies, procedures, and governance standards.

What we’re looking for

• In-depth knowledge of the legal and regulatory framework governing warranty providers.
• Extensive experience in managing construction-related claims, particularly high-value building and structural claims.
• Proactive and solution-focused, with strong lateral thinking and problem-solving skills.
• Excellent communication skills (both written and verbal), with the ability to influence, lead, and drive positive outcomes.

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.