Technical and Complex Claims Leader

We are seeking a highly skilled and proactive technical and complex claims leader to oversee the daily management of technical and complex insurance claims. This role is critical to ensure service excellence, client retention, and strong stakeholder relationships across all Catalyst products, including water mains, subsidence, water treatment plants, and general building works.

Apply Now

Job purpose

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.

Using practical technical drainage knowledge to review and interpret site specific data, information, and images to make decisions on policy liability.

Technical and Complex claim decisions are undertaken accurately and effectively in respect of policy liability.

Legislative and drainage industry best practices and protocols are met.

Quantum decisions and negotiations are concluded accurately.

The ideal candidate will have previous experience in successfully leading a team.

Job Types:

Full-time
Permanent

Key responsibilities include:

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 catalyst 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.

Experience, 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

Catalyst 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.
Employee wellness.

Other

Honesty and Integrity.
Drive and commitment.
Strong team player.

About us

We are a well-established, specialist, innovative company which is growing fast. We constantly require the right people to join our Catalyst family. We are an inclusive employer, with the wellbeing of our employees at the heart of everything we do. Come and join the Catalyst family and experience the difference.