Claims Manager - Birmingham

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.