Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading and delivering change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.
To advise policyholders on general queries and insurance claims issues for relevant or related peril, and to provide world class, full lifecycle claims handling and to act as the primary customer contact in managing a portfolio of fast-moving, household claims.
This part-time opportunity involves working 3 days per week (Mondays and Tuesdays are compulsory, while the 3rd day will be down to your discretion) from 9:30am to 2:30pm, a total of 15 hours per week.
Key Responsibilities & Accountabilities:
* Advise policyholders on general queries and insurance claims issues for relevant or related peril.
* Build policy-holder confidence by developing rapport and listening to each and every policy holder specifically.
* Check that the policy covers the claims.
* Take a methodical approach to each claim and work through the processes with each policy holder.
* Request and gather documents and information from customers such as receipts, photographs, or accident reports.
* Arrange for payment to be made within authority levels.
* Manage a high-volume portfolio of fast-paced claims through prioritising by individual circumstances from set up to settlement.
* Liaise between internal teams, third-party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
* Perform basic fraud checks and escalate any fraud alerts or suspicious circumstances to the Counter Fraud team.
* Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
* Negotiate settlement of claims both verbally and in writing.
* Assist with overflow calls during peak times where necessary.
* Constantly seek improvements in how we deliver excellent customer service.
* Ensure that SLA’s and KPI’s are met and maintained consistently.
* Undertake any individual or team task or activity reasonably requested and in line with the company values.
Experience & Knowledge
* At least 2 years of experience in a Customer Service Role.
* Previous claims experience is desirable but not essential.
Skills & Abilities
* Excellent verbal and written communication skills.
* Good organisational skills.
* Accuracy and attention to detail.
* Tact and assertiveness when dealing with Supplier/Surveyor Network.
* Ability to work well under pressure and meet deadlines.
* PC literate with good administrative skills.
* Ability to take on increased ownership and responsibility when necessary.
Personality & Motivation
* Helpfulness and a passion for customer service.
* High energy levels.
* Positive approach.
* Team player.
* Drive and enthusiasm for meeting targets.
* Empathy and understanding.
* Confidence & a professional attitude.
In return, we can offer you:
* Basic Salary £22,500-24,000 (full time equivalent).
* 25 days Annual leave plus statutory holidays (full time equivalent).
* On-site gym.
* Free on-site parking.
* Free on-site breakfast bar.
* Complimentary on-site snacks and soft drinks.
* Discretionary performance related bonus.
* Life insurance cover.
* Enhanced company pension scheme.
* Cycle to Work Scheme.
* Employee of the month & employee of the year awards.
* Refer a Friend scheme.
* An extra day’s holiday for your birthday.
* Paid volunteering/charity day a year.
* Support in your development and wellbeing, including an Employee Assistance Program (EAP).
* Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs.
* Social events.
Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.
Please note the application deadline for this role is 24th February 2025.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
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