Head of Claims

Role Purpose

We are seeking an experienced and dynamic Head of Claims to lead our internal insurance claims team. In this exciting leadership role, you’ll drive the team’s success in recovering costs for network repairs from responsible parties and assessing claims made against the company. You’ll ensure efficient, high-quality claims management, making a direct impact on the commercial success of our organisation.

This role involves significant financial and managerial responsibility, including overseeing a team of direct reports and providing strategic direction in claims recovery and assessment. You’ll collaborate closely with key internal teams, such as QS, Operations, Finance, and CPS Senior Management, as well as external partners, including Balfour Beatty, Connect Plus, and National Highways, to maintain strong partnerships and deliver on claims objectives.

If you’re ready to lead a high-performing team, influence outcomes, and drive operational excellence, we’d love to hear from you!

ACCOUNTABILITIES

• Develop Claims Team: Drive continuous development within the Claims Team, establishing it as a recognised industry centre of excellence and leading the team to deliver best-in-class performance.
• Claims Leadership: Lead on all claims activities, maximising recovery and ensuring losses are fully recovered for incidents causing asset damage.
• Claims Validation: Ensure only valid claims are settled, managing reputational impact effectively.
• Team Management: Provide leadership and coaching to the claims team, fulfilling all line management responsibilities and supporting team growth.
• Financial Responsibility: Hold full budgetary responsibility for the claims cost centre, ensuring financial targets are met or exceeded in line with business expectations.
• Presentation of Results: Confidently present recovery performance and claims results as needed.
• Compliance: Ensure adherence to CPS and JV partner policies and procedures.
• Customer Service Excellence: Maintain a high standard of customer service for both internal and external stakeholders.
• System Review and Optimisation: Continuously review and optimise claims management systems for current and future needs.
• Business Improvement: Foster a culture of continuous improvement within the team, implementing LEAN principles where appropriate.
• Performance Reporting: Provide management reports on recovery performance and explain results and strategies when required.
• Legal Claims Management: Lead on all legal claims, including representing the team at hearings as necessary.
• Recovery Route Development: Build effective recovery routes to position the team as a top provider for all Balfour Beatty claims.
• Opportunity Identification: Identify and evaluate new opportunities for managing highways claims and maintain confidentiality in handling claims information.
• Unidentified Damage Strategy: Lead the strategy to reduce losses from unidentified damage, such as hit-and-run incidents, through ongoing reviews and process improvements.
• Target Achievement: Strive to meet and exceed additional set targets and objectives.
• Settlement Recommendations: Agree on or recommend final settlements for each case.
• KPI Achievement: Ensure CPS KPIs are consistently met.
• Monthly Reporting: Report monthly performance against budget and rolling forecasts, including year-to-date outcomes.
• Financial Reporting: Prepare monthly CVR reports for senior management and assist with the annual budget process.
• Community Engagement: Participate and contribute to M25 Community events, such as the CTSG and commercial forums.

EXPERIENCE / CRITERIA

• Previous experience of successfully running and managing a claims recovery team.
• Previous relevant experience in working with solicitors, insurers and loss adjusters.
• Experience of claims management within the highway’s environment and insurance
• Excellent team management skills and have previous experience of working collaboratively within a team to achieve joint goals and objectives.
• Excellent all-round leadership and motivational skills with strong managerial and technical skills
• Highly developed commercial instincts
• Strong customer focus
• Target driven and success motivated.
• Excellent communication, verbal and written skills
• Ability to build relationships with stakeholders.
• Membership of a relevant professional body and/or working towards a relevant professional qualification is desirable, such as RICS/CInstCES/CII/CILA
• A valid CSCS card is desirable

BEHAVIOURS

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 maximise team collaboration on the project, we therefore expect a minimum of 60% of your time to be spent at a CPS offices.

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.