Claims Handler

About the job.

National Highways have an exciting opportunity for a Claims Handler to join our Network Claims team. Responsible for a portfolio of cases; working with a range of stakeholders to ensure claims are thoroughly investigated; supported with a wide range of evidence from all relevant sources to provide resolution subject to your own financial delegations.

This role will be based out of our Birmingham office.

The role will be on a hybrid working basis requiring you to work a minimum of 40% of your week in the office.

• Responsible for a portfolio of cases; working with a range of stakeholders to ensure claims are thoroughly investigated; supported with a wide range of evidence from all relevant sources to provide recommendations to the Claims Manager on resolutions.


• Responsible for thoroughly investigating cases to ensure all evidence is factual; responsible for direct contact with claimants, examine  the claimant’s version of events; applying professional judgments and experience to support the resolution of cases.


• Closely work with insurers, service providers, Traffic Office service, ROC/RCC, inspectors, quantity surveyors, estimators, legal and area teams to obtain information to support case resolution in a timely manner.


• Successfully close cases either through defending our liability position or negotiation with claimants, solicitors and insurers to agree settlement figures or by sending the Claims Manager recommendations on best value outcome


• Produce recommendations and reports for the Claims Manager, ensuring these are all recorded accurately for auditing purposes, providing robust arguments to aid decision making on individual cases.

About you.

• Experience of handling cases, within an insurance claims environment (desirable).


• Excellent negotiating and client management skills.


• Able to work under pressure and prioritise workload effectively.


• Excellent interpersonal, communication skills.


• Previous experience in office administration, and competent IT skills; particularly Microsoft Word and Excel

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.