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 31 st 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.
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.
