Claims Handler Level 2

NHBC Accepts inc.; Milton Keynes; Hybrid; GBP 29,000 - 33,000; Full time

Job summary

A leading home warranty organization in Milton Keynes seeks a Claims Handler to manage customer claims effectively. Responsibilities include evaluating claims, liaising with customers and other parties, and ensuring timely resolutions. Candidates should have customer service experience, strong communication skills, and a problem-solving mindset. The role offers a competitive salary, performance bonus, and benefits like 27 days of annual leave, flexible working opportunities, and a commitment to inclusivity.

Benefits

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

Qualifications

• Minimum 2 years experience in a customer service environment.
• Experience working in a call center is essential.
• Familiarity with housing associations or managing agents preferred.
• Previous claims handling experience is a plus.
• Proficient in administrative and IT tasks.

Responsibilities

• Manage the end-to-end claims process for customers.
• Assess claims based on policy cover and customers' needs.
• Act as the main contact for customers during their claims.
• Coordinate with other teams to expedite claim resolutions.
• Adhere to company policies and regulatory requirements.

Skills

Customer service experience

Telephone handling

Knowledge of housing associations

Claims handling experience

Administrative skills

IT skills

Strong communication

Problem solving

Job description

Salary: £29,000.00 - £33,000.00 (depending on experience) + 6% performance bonus

Working location: Milton Keynes (3 days in the office + 2 days WFH)

Employment Type: Full Time, Permanent

Additional IDD checks will be required for this role.

Job Summary

The Claims Handler is the key contact for our customers on standard claims and delivers customer-focused service. They communicate the cover provided by the policy, evaluate enquiries at first contact and support the customer for the duration of their claim. They liaise with Claims Investigators, Builders, 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 a claim from start to finish.

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.

Shortlisted candidates will be invited to an assessment day lasting up to 1.5 hours. Availability is required on either Monday 2nd March at 9am or Tuesday 3rd of March 11am.

What You’ll Be Doing

• Recommend repudiation or investigation of a claim at first contact.
• Identify emerging large and complex claims in area and refer them to the Specialist Claims Consultants at an early stage.
• Resolve resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team – taking ownership till the matter is satisfactorily concluded.
• Act as the main point of contact for customers on standard claims where NHBC or the original builders are undertaking repairs.
• Manage customers’ expectations, explaining decisions succinctly and detailing what will happen over the course of the claims.
• Proactively work with other parties involved in delivering the elements of the claim to ensure delays are avoided.
• Make recommendations to and seek advice, direction and authority from the Team Leaders and, if appropriate, Claims Consultants.
• Ensure understanding and adherence to Treating Customers Fairly requirements.
• Ensure complaints are managed in a timely and pro-active manner, with adherence to required timescales and regulatory requirements.
• Identify and act on learning & development needs in order to maximise personal contribution to your role.
• Ownership and adherence to internal and external policies, procedures and governances.
• Play your part in business improvements by contributing ideas for improvements.
• Other tasks and projects commensurate with the seniority of the role.

What We Are Looking For

• Experience within a customer service environment
• Experience on the telephone as the role is working in a call centre environment
• Knowledge of working with housing associations or managing agents
• Experience with previous claims handling
• Demonstrable administrative and IT skills
• Strong communication skills, verbal and written
• Problem solving

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 opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships.

We support flexible working and encourage balance. We may not be able to accommodate every request, but we’re happy to discuss 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 believe in fair treatment for all employees and customers, free from discrimination. Our employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.