National Highways
Claims Manager
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About the job
National Highways have an exciting opportunity for a Claims Manager to join our Network Claims team.
This role is being offered on a fixed term basis until 31st May 2027 and will be based in Birmingham on a hybrid working basis.
In this role, you will lead a team of Assistant Claims Handlers, providing guidance and direction to support the timely resolution of claims within legal frameworks. You will foster a high-performing environment, using performance data to drive continuous improvement, responding to changing business priorities and helping to ensure claims processes remain effective, efficient and customer-focused.
You will:
- Manage and develop people within the Claims Team, providing performance management, coaching, career development and support to build a high-performing team.
- Manage the workload of the Claims Support Team to ensure that claims are set up, allocated correctly, invoices are produced in a timely manner, cases closed in accordance with processes as well as meeting deadlines and SLAs.
- Allocate resources to ensure all tasks that support the claims function are completed.
- Assess and manage claim-related risks for the stages of the claims process that the claims support team are responsible for.
- Liaise with a range of internal and external stakeholders, including service providers, Traffic Officer Service, ROC/RCC, inspectors, quantity surveyors, barristers, legal representatives, claimants and insurers, to gather evidence and support the timely resolution of claims.
- Review recommendations from Claims Handlers and make decisions on claims within delegated financial authority (£20k–£50k depending on team and circumstances), ensuring resolutions are aligned with legislation, policy, precedent and expert guidance.
About you
- Previous people management experience.
- Excellent interpersonal, communication and negotiation skills.
- Experience of working in a fast-paced environment with challenging service level agreements.
- Proven stakeholder management and customer service skills.
- Ability to interrogate data, create and analyse run performance reports to manage your area of responsibility and the people within it.
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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.
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.
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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.
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