Hybrid | 3 days in Ringmer Depot, East Sussex
About the role
Claims Handler
Seeking a claims handler to join our East Sussex Highways team. The role involves investigating, negotiating, and making sound decisions under pressure.
Responsibilities
* Take ownership of highways claims from start to settlement, meeting SLAs, KPIs, and authority levels.
* Investigate claims to determine liability, including applying Section 58 of the Highways Act.
* Work closely with members of the public, local authority clients (ESCC), and operational teams.
* Assess claim values, set reserves and drive cost‑effective outcomes.
* Prepare claim packs and support payment processes.
* Manage documentation and maintain accurate records across systems (LACHS, Confirm, One Network, CRM JADU).
* Handle appeals and complaints with professionalism and care.
Qualifications
* Experience handling third‑party claims (Public Liability or RTA).
* Strong knowledge of Civil Procedure Rules.
* Excellent communication and customer service skills.
* Ability to prioritise workloads, meet deadlines and hit targets.
* Solid IT skills (Word, Excel, data systems).
* Understanding of GDPR and Treating Customers Fairly (TCF).
* Proactive mindset with adaptability and initiative.
Bonus Points
* Knowledge of EL/PL protocols and the Highways Act.
* CII qualification.
* Experience with small claims litigation.
Benefits
* Smart working, flexible start and finish times, up to 40% remote working where roles allow.
* 25 days paid annual leave (pro rata).
* Family‑friendly policies: 28 weeks with full pay for maternity/adoption leave, four weeks fully paid for paternity/partner leave.
* Pension, share incentive plan, volunteering leave, recognition schemes and more.
We are an equal‑opportunity employer and are committed to diversity and inclusion.
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