About the role:

To take technical ownership of complex ground movement claims (subsidence, heave, landslip), ensuring accurate diagnosis, consistent policy application and effective claim progression.

The role is responsible for delivering fair customer outcomes while maintaining strong control of indemnity spend, supplier performance and claim lifecycle. Acting as a senior technical authority, the postholder will support colleagues, challenge external experts and drive efficient, evidence-based decision making.

This is a hands-on role requiring end-to-end management of claims from notification through to settlement, repair or repudiation.

Key Responsibilities:

Claim Ownership & Technical Decision Making

• Manage complex and high-value ground movement claims from start to finish

• Diagnose cause of damage using technical evidence (engineering reports, monitoring, drainage investigations, etc.)

• Distinguish between insured and non-insured causes

• Make clear, evidence-based decisions (acceptance, partial acceptance, repudiation)

• Ensure all decisions are well-documented and audit-ready

Investigation & Repair Strategy

• Define proportionate investigation strategies and avoid unnecessary delays

• Determine appropriate use of monitoring and further investigations

• Review and challenge recommendations for repairs and mitigation works

• Ensure timely mitigation to prevent further damage

• Agree practical, cost-effective repair solutions

Supplier Management

• Manage and challenge external suppliers (engineers, adjusters, contractors)

• Critically review reports and ensure clear, outcome-focused recommendations

• Monitor supplier performance against SLAs and cost expectations

• Address delays, poor quality outputs and unnecessary spend

Indemnity & Cost Control

• Review and approve repair scopes and variations

• Maintain accurate reserves and control claim spend

• Identify and reduce indemnity leakage and duplication

• Ensure costs relate only to insured damage

Governance & Compliance

• Apply policy wording accurately and consistently

• Ensure compliance with FCA requirements and internal standards

• Maintain clear audit trails and documentation

• Support complaint handling and regulatory referrals

• Identify potential fraud indicators

Customer & Stakeholder Management

• Communicate technical information clearly to customers

• Manage expectations on claim progress and outcomes

• Handle challenging conversations with confidence

• Work collaboratively with internal stakeholders and provide expert input

Leadership & Capability Development

• Act as a technical escalation point for complex claims

• Coach and support colleagues to improve technical capability

• Contribute to training materials, standards and best practice

Continuous Improvement

• Identify opportunities to improve claim processes and reduce delays

• Support development of supplier frameworks and technical standards

• Provide insight into claim trends and areas of risk

Key Requirements:

• Proven experience (minimum 3 years) managing UK subsidence/ground movement claims
• Strong understanding of structural movement, drainage and soil behaviour

• Ability to interpret technical reports and investigation data

• Experience managing repair scopes and claim costs

• Strong analytical and decision-making skills
• Make claim decisions within delegated authority
• Approve or challenge supplier recommendations and repair strategies
• Recommend settlement approach (repair, cash, repudiation)
• Escalate complex or high-risk cases where required

Professional Qualifications

• Cert CII, Dip CII or working towards (or equivalent experience)
• Relevant technical or professional qualifications (e.g. surveying, engineering, construction) desirable

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• An extra day's holiday for your birthday