Claims Manager

Claims Manager

Location: Birmingham, West Midlands

Salary: £39,340 - £44,970

About the job. 

National Highways have a brilliant new role. As a Claims Manager you will be responsible for managing Claims Handlers in terms of claims, offering guidance, support, expertise and performance management to ensure timely resolutions of the overall claims portfolio within their Hub for National Highways within legal frameworks.

This role will be based out of our Birmingham office. 

The role is part-time (3 days per week) and will be on a hybrid working basis requiring you to work a minimum of 1 day per week in the office.

• Responsible for managing people within the Claims Team, providing full managerial support, performance evaluations, coaching and career development advice to develop and support a high performing team.
• Using performance dashboards and tools to interpret team performance and implement plans to utilise resource in the most effective way.
• Attend case conferences, providing evidence and reports to aid the decision making on complex cases, where results are being challenged, ensuring all information and analyses are completed.
• Risk assess decision making on the organisation, with outcome of claims being subject to the setting of legal precedent, therefore ensuring evidence is robust and decisions made are legally defensible and up to scrutiny.
• Liaise closely with internal and external stakeholders, including service providers, Traffic Officer service, ROC/RCC, inspectors, quantity surveyors/estimators, barristers, legal department, claimants, insurance providers to collate robust evidence to support the timely resolution of claims.
• Review cases put forward by Claims Handlers and with financial delegation ranging between £20k and £50k dependent on team and situation, taking recommendations from Claims Handlers. Make decisions based on precedent and experience to ensure the timely resolution for National Highways within legislation and guidance from experts.
• Effectively manage correspondence and FOI requests within timeframes. 
• Proactive risk-based planning to ensure processes and procedures are up to date and fit for purpose. 
• Ability to produce and present presentations to good effect. 
• Able to be highly adaptable changing focus to meet urgent business needs.

About you.  

• Experience of handling claims, including personal injury claims.
• Previous people management experience.
• Excellent interpersonal, communication and negotiation skills.
• Experience of working in a fast-paced environment with challenging service level agreements.
• Excellent stakeholder management and customer service experience.
• Ability to interrogate data, create and analyse run performance reports to manage your area of responsibility and the people within it.

About us. 

Here at National Highways, we manage and improve England’s motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership. 

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads. 

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys. 

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy. 

 We are committed to creating a diverse environment and welcome applicants from all backgrounds. 

About Us

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers. 

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

We offer many different ways to work flexibly and we’re open to discuss part-time working, job shares, and flexible start and finish times. 

Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus
• Contributory pension scheme with employer contribution of up to 10%
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly – offering paid leave to volunteer, 3 days basic/year

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:       

- Right to work check

- 3 year employment history references

- DBS criminal record check

- Social media and adverse journalism check

- Driving licence check (if applicable)

- Fit to work questionnaire (for all), followed by a medical check (if applicable)

- Qualifications and/or professional membership check (if applicable)

And finally 

We reserve the right to close before the advertisement expires.