Complex Claims Leader

Complex Claims Leader (Subsidence, Drainage, Water Mains, Sewer Treatment)

Delph

£32-36k

Monday - Friday 9am - 5pm

Southam Selections are currently working with a specialist company that work within Subsidence, Deep Drainage, Water Mains, Sewer Treatment and they are now seeking a full time complex claims leader who can deal with the technical issues.

This role is critical in ensuring service excellence, client retention, and strong stakeholder relationships across all products, including water mains, subsidence, sewerage treatment plants, and general building works.

You will provide expert guidance to the operational claims team, ensuring decisions are made accurately and in line with industry best practices and legislative requirement. You will also drive continuous improvement through audits, training, and quality control.

This is a great opportunity for someone looking to take their next step within this sector. You wont have any direct reports, so you don't need management experience.

KEY RESPONSIBILITIES

• Manage technical and complex claims across all products, from notification to settlement, demonstrating a proactive and solution-focused approach.
• Act as the subject matter expert, supporting the Client Operations Manager with technical advice and oversight of complex claims.
• Provide guidance on coverage interpretation, liability assessment and claims resolution strategies.
• Provide training and mentorship to the Operational Claims Team on technical and complex matters.
• Review and interpret site-specific data, images, and reports to assess policy liability and approve or amend scopes of work.
• Collaborate with contractors to resolve practical claims-related issues, across products.
• Ensure all decisions meet legislative requirements and industry best practices.
• Prepare clear, accurate reports for submission to insurers regarding policy liability.
• Assist contractors with claim-related information to ensure compliance with company standards.
• Liaise with approved contractors and clients to ensure KPIs are met.
• Continuously seek improvements in processes and procedures.
• Respond to ad-hoc requests from the Management Team within agreed timescales.
• Maintain up-to-date knowledge of relevant legislation and industry guidelines (e.g., WRc, S24/S59 notices, HSE).
• Produce management reports and MI as required.
• Client Audits and outcomes.
• Contribute positively to the team and undertake additional duties as reasonably required.

ESSENTIAL, KNOWLEDGE, AND SKILL

• Minimum 3 years' experience in a similar role.
• Proven experience handling technical and complex claims, with values up to £100,000.
• Cert CII qualification (Preferable or equivalent).
• Strong knowledge of legislation, insurance protocols, and best practices related to drainage claims.
• Excellent verbal and written communication skills, with the ability to engage at all levels.
• Highly organised, detail-oriented, and capable of working independently.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Numerate and methodical with strong analytical skills.
• Self-motivated with a positive, can-do attitude

BENEFITS

• Company Academy Training

• Opportunity to progress and develop your skills

• Annual Salary review

• Performance based Bonus Scheme

• Smart casual dress code

• Social events

• Company pension

• On-site parking

• Work from home (Hybrid Model)

• Employee wellness