Head of Claims

Be trusted to make great things happen.

We are looking for a strategic leader to head our internal insurance claims team. You will drive efficiency in cost recovery for network damage repairs and manage claims made against the company.

Reporting to the Commercial Director and/or Senior Commercial Manager, you will lead a high-performing team, ensuring effective claims strategies and compliance. You will collaborate with key internal teams (QS, Operations, Finance, CPS Senior Management) and external partners (Balfour Beatty, Connect Plus, National Highways) to optimize financial outcomes.

This role demands a commercially minded, results-driven professional with strong leadership and stakeholder management skills. If you’re ready to take ownership and make an impact, we want to hear from you.

Accountabilities

• Provide ongoing development of the Claims Team, ensuring it is continually recognised as a centre of excellence within the industry while leading the team to deliver best-in-class performance.
• Lead all claims processes, maximising recovery and ensuring all asset damage losses are recovered.
• Ensure that only valid red claims are settled while managing reputational impact.
• Manage and lead the Claims Team, providing ongoing coaching, support, and full line management responsibilities.
• Take full budgetary responsibility for the claims cost centre, ensuring financial targets are met or exceeded.
• Confidently present results as required.
• Ensure compliance with CPS and JV partner policies and procedures.
• Maintain exceptional customer service standards for both internal and external stakeholders.
• Continuously review and enhance claims management systems for current and future needs.
• Drive a culture of continuous business improvement, implementing LEAN methodologies where applicable.
• Provide management reports on recovery performance and lead discussions on key insights.
• Take the lead on all legal claims, including attending hearings when necessary.
• Develop and strengthen recovery routes, positioning the team as the preferred provider for all Balfour Beatty claims.
• Identify and assess potential opportunities for managing highway claims while handling confidential information requests.
• Lead the strategy to reduce losses from unidentified damage, minimising the impact of hit-and-run claims through continuous review and improvement initiatives.
• Work towards additional targets and objectives as set.

Financial and Reporting Responsibilities

• Agree and make recommendations for final settlements in each case.
• Ensure CPS KPIs are achieved.
• Report monthly on performance, comparing in-month and year-to-date results against budget and rolling forecasts.
• Prepare CVR reports and present findings to senior management.
• Assist in the preparation of the annual budget.

Stakeholder Engagement

• Take part and contribute to M25 Community events (CTSG and commercial forums).

Experience / Criteria Required

• Proven experience in successfully managing a claims recovery team.
• Relevant experience working with solicitors, insurers, and loss adjusters.
• Experience in claims management within the highways and insurance sectors.
• Strong team management skills with a track record of collaborative working to achieve shared goals.
• Excellent leadership, motivational, and managerial abilities, combined with strong technical skills.
• Highly developed commercial instincts and a strong customer focus.
• Target-driven and motivated by success.
• Excellent verbal and written communication skills.
• Ability to build and maintain relationships with key stakeholders.
• Membership of a relevant professional body and/or working towards a recognised qualification (e.g. RICS, CInstCES, CII, CILA) is desirable.
• A valid CSCS card is desirable.

Behaviours

Customer Focus

• Is dedicated to meeting the expectations and requirements of internal and external customers.
• Actively collects customer information and uses it to improve services and solutions.
• Manages the experience of customers to ensure positive relationships are established and maintained.

Focus on Excellence

• Willing to go the extra mile to exceed expectations.
• Continually searches for ways to add value and take performance to the next level.

Teamwork & Collaboration

• Puts aside personal agendas to work for the benefit of customers, suppliers, and other stakeholders.
• Proactively builds knowledge through sharing knowledge, ideas, and expertise with others.

Respect

• Recognises and values our customers and people by encouraging and engaging.

Trust

• Is open and honest with all our customers and each other.
• Remains reliable and predictable (no surprises).
• Approaches everything with a ‘can-do’ attitude.

About Us:

CPS represents an exciting collaboration between industry giants Balfour Beatty, AtkinsRéalis, and Egis! Together, we spearhead the operation and maintenance of none other than the M25—the bustling heartbeat of European motorways. Imagine the thrill of orchestrating over £100 million of annual investment into this vital highway infrastructure, meticulously planning and executing projects amidst the constant flow of traffic. Whether you’re already immersed in the world of Highways or eager to embark on this exhilarating journey, the M25 promises an unparalleled experience, brimming with challenges and opportunities that simply cannot be matched elsewhere!

We foster diversity and inclusivity in our workplace, actively welcoming applications from qualified individuals of all backgrounds. Regardless of race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status, all are encouraged to apply. Our goal is to cultivate a supportive and respectful environment where every employee can excel. If you need accommodations during the recruitment process, please inform us.

Location:

This is a hybrid role designed to fully maximize team collaboration on the project, we offer flexible working where you will typically be working from your base CPS office, Leatherhead, Dartford or South Mimms up to three days per week and two days from home.

Note to all internal CPS employees:

If you are interested in applying, please submit your application through your parent company’s careers portal by entering the job title in the search bar. If your employing company is not advertising this role, please submit your CV and the role title to recruitment@connectplusm25.co.uk

We are committed to promoting a diverse and inclusive community – a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.