Job Description

We are seeking a highly skilled and proactive

Technical & Complex Claims Leader

to oversee the daily management of technical and complex insurance claims. This role is critical in ensuring service excellence, client retention, and strong stakeholder relationships across all Catalyst products,

including watermains, subsidence, sewerage treatment plants, and general building works.

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

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.

ESSENTIAL, 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

OTHER

Honesty and Integrity

Drive and commitment

Strong team player

HEALTH AND SAFETY

Employees must take reasonable care and be aware of the responsibilities placed on them under the Health & Safety at Work Act (1974) and ensure that agreed safety procedures are carried out to maintain a safe environment for employees and visitors.

EQUAL OPPORTUNITIES

Catalyst Service UK Ltd is an equal opportunities employer.

POLICIES AND PROCEDURES

All employees must observe the company's policies and procedures.

TRAINING & SUPPORT

Catalyst-specific training will be provided to ensure you are fully equipped to succeed in the role

All employees are required to attend company training as required from time to time.

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

Work from home (Hybrid Model)

Employee wellness

Job Type: Full-time

Pay: 32,000.00-36,000.00 per year

Benefits:

Company pension Free parking On-site parking
Work Location: In person