Claims Manager (HE)

  • Work locations Atlantic House, Warrington (Warrington)
  • Job Finance
  • Employee Status Regular
  • Salary £33,940-37,334
  • Closing date 20/09/2020 23:59
Your new role 
 

Here at Highways England we are looking for a Claims Manager to join our Finance and Business Services function based in Nottingham. The Claims Manager will be responsible for managing individual caseloads and a team of Claims Handlers; offering guidance, expertise and support along with performance management to ensure timely resolutions of the overall claims portfolio and claims backlog within their Hub for Highways England within legal frameworks. This is a great opportunity for the right person to increase the company’s recovery rate and make a huge impact on one of our largest networks. 

 

What you’ll be leading on

 
  • Responsible for managing individuals within the Claims Team, providing full managerial support, performance evaluations, coaching and career development advice to develop and support a high performing team. 
  • Being accountable for tracking and reporting on the claims within the region, putting forward suggestions for resolution of these claims and seeking legal advice where necessary.   
  • 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 on surrounding information and making decisions based on precedent and experience to ensure the timely resolution for Highways England within legislation and guidance from experts. 
  • Liaise closely with a range of stakeholders, including service providers, Traffic Officer service, ROC/RCC, inspectors, quantity surveyors/estimators, barristers, legal department, claimants, insurance providers to collate robust evidence to the support the time resolution of claims. 
  • Share findings across the department and across the business to influence best practice and continuous improvement, while ensuring a consistent approach to the management of claims. 
  • Have an awareness of the impact of 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. 
  • 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.  
 
To be successful
 
  • Experience of managing a diverse team with excellent people and coaching skills.
  • Experience of handling a range of claims from receipt to resolution, including personal injury and insurance claims. Applying case law where appropriate to aide decision making. Ideally qualified to Level 3 Certificate in Insurance.
  • Experience of producing statistical information and reports. Ability to interrogate data.
  • Ability to work under pressure and prioritise tasks.
  • Excellent stakeholder and client management skills. 
 
A bit about us
 

Our directorate is responsible for managing the company's £4 billion a year finances, overall governance, assurance and risk management, managing the company's large and dispersed estate, processing damages claims and the operation of the Dart Charge facility. A lot of what we do is like oil in the organisational machinery. We make the business work more smoothly and we help everyone to do their jobs better. Our vision is to work through partnership and collaboration to secure great resource outcomes for the company and amplify what we achieve with it.

 
Want to know more?
 

Take a look at the role profile below for more information. 

 
Why you should join us
 

At Highways England, safety is our number one priority. It is one of our core values, as well as a behaviour we expect from our people. 

 

Our vision is that everyone who uses our roads, as well as those who work for us, get home, safe and well. Our Home Safe and Well approach sets out our commitments and how our employees can contribute.

 

Working for us, you’ll recognise the behaviours required to achieve our vision, and help create a fair and just culture for us all. You should be able to fully understand the hazards and risks that are involved in your work, and follow our procedures safely. 

 
And finally
 

And finally we reserve the right to close before the advertised closing date, so we recommend completing your application as soon as possible. This role requires the successful individual to work from the advertised location/office. There will be a presentation involved at interview stage.

 
Role Profile:
Job Purpose
The Claims Manager is 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 and claims backlog within their Hub for Highways England within legal frameworks.
Key Accountabilities
  • Responsible for managing individuals within the Claims Team, providing full managerial support, performance evaluations, coaching and career development advice to develop and support a high performing team.
  • 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 on surrounding information and making decisions based on precedent and experience to ensure the timely resolution for Highways England within legislation and guidance from experts.
  • Liaise closely with a range of stakeholders, including service providers, Traffic Officer service, ROC/RCC, inspectors, quantity surveyors/estimators, barristers, legal department, claimants, insurance providers to collate robust evidence to the support the time resolution of claims.
  • Share findings across the department and across the business to influence best practice and continuous improvement, while ensuing a consistent approach to the management of claims.
  • Have an awareness of the impact of 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.
  • 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.
People management responsibilities
Line management responsibilities for Claims Handlers.
Budget management responsibilities
Financial delegation range of £20,000 - £50,000. Will be responsible for deciding claim settlements. Job Title Claims Manager Reports to Job Title Head of Claims and Policy Management Division and Directorate Finance and Business Services.
Key contacts/relationships/stakeholders managed
• Insurers
• Service providers
• Traffic Officer Service
• ROC/RCC teams
• Inspectors
• Quantity surveyors
• Estimators
• Legal advisors; and
• Area teams
Person Specification
Business Knowledge and Experience
• Detailed understanding of the Highways Act and the implications on Highways England.
• Detailed understanding of the Road Traffic Act and the implications on Highways England.
• Experience of handling cases, including personal injury and insurance claims.
• Detailed understanding of case management.
• Detailed understanding of case law.
Functional / Technical Skills
• Ability to work under pressure and prioritise
• Excellent client management skills
• Excellent people management and coaching skills
• Attention to detail and multitasking skills
• Excellent interpersonal, communication and negotiation skills
• Competent IT skills; particularly Microsoft Word and Excel
Values and Behaviours
Embrace the organisation’s values and model associated behaviours:
• Safety: Keep ourselves and others safe, above all else
• Passion: Deliver with energy and pace, care about what we do, continuously improve and innovate, provide great service in everything we do
• Integrity: Open, honest and professional, respect and value the contribution others make, do what we say, always do the right thing
• Teamwork: Work together effectively to achieve our goals, work efficiently and flexibly, listen to others and communicate clearly
• Ownership: Take accountability, learn from failure and celebrate success, agree stretching goals and delivering them, maintain focus on our imperatives
Health & Safety
Be accountable for delivery and governance of the 5 Year Health and Safety Plan across the business; provide interpretation and support as appropriate. Embed safety as the first imperative across all areas of your responsibility. Recognise the behaviours that enable the culture change required to achieve the Plan and deliver the objectives of the organisation. Engage and collaborate as appropriate with the wider business, supply chain and other stakeholders to promote health and safety, recognising behaviours that bring the Plan to life and help us realise the vision. Support the evolution of a culture that follows fair rules effectively, welcomes the opportunities to learn from incidents and near misses, taking appropriate remedial action and holding people to account when necessary to ensure that the organisation’s objectives are achieved.

 
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