Hear from Laura Venn

Tell us about the Claims department

The Claims department is a great place to work for people who enjoy problem solving, have attention to detail and analytical skills, and who could genuinely connect with and have empathy for people during challenging times.

If a homeowner has a problem with their property and their home has an NHBC warranty, then it's the claims team's job to establish whether we can help.

There's a real variety of roles in claims, and a typical day for one will be completely different to another. But the common activities of our teams are understanding and applying policy wording to make unexplained claims decisions, visiting properties to investigate issues to identify the cause, designing repair schemes and of course communicating with and supporting homeowners throughout the process.

Tell us about your career journey at NHBC

I started my career at NHBC in 2015 as a Customer experience team leader, where I managed a team of claim handlers. I was promoted to Claims Manager for Relationships and Performance in 2017, where I took the lead on projects designed to improve our customer journeys.

In January 2020, I was promoted to Claims Operations Manager, where I'm responsible for a group of managers and the delivery of our first notification of loss teams and the claim handling team.

In my role now, I can work at a strategic level to deliver change and continuous improvement initiatives.

What do you enjoy most about working at NHBC?

What I enjoy most about working at NHBC is that I feel valued and receive recognition for the hard work that I do, and I'm supported in doing the same for my teams.

It's often said that the people make the place, and in my experience, that is the case.

I get to enjoy working with genuine, talented, funny and hardworking people who make a difference for our homeowners.