Trinity Claims is a claims management company 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.
Role Overview. Why Join us
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.
Key Responsibilities & Accountabilities - What you will do:
* Advise policyholders on general queries and insurance claims issues for relevant or related peril.
* Build policyholder confidence by developing rapport and listening to each and every policyholder specifically.
* Check that the policy covers the claims.
* Take a methodical approach to each claim and work through the processes with each policyholder.
* 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 policyholders, 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 policyholder.
* 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.
Person Specification
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 £24,000-26,000 (DOE) as well as market-leading benefits.
25 days Annual leave plus statutory holidays.
Rewards:
* Annual discretionary performance-based bonus.
* Cost of Living salary review every October.
* 5* review premium of £25 per review.
* Employee of the month & employee of the year awards.
* Refer a Friend bonus of £750 per placement.
* We have 25 days of holiday a year, plus Bank Holidays.
* Company sick pay scheme (1 week per 1 year of service, total up to 12 weeks full pay).
* 1 fully paid charity day a year.
* Employee Assistance Program (EAP) – for you and your immediate family. Includes 6 free counselling sessions per issue reported.
* Life insurance for employees between the age of 18 and 66 years old, 4x salary, starting on the first day of employment.
* Enhanced pension contribution: up to 2 years of service – 3%. 2 years to 5 years of service – 4%, 5 years of service – 5% employer contribution.
* Opportunity to gain professional qualifications through Trinity Academy and Apprenticeship programs. We delegate 10 employees every year to gain professional qualifications.
We are proud to be an equal opportunities employer; we do not tolerate discrimination or harassment of any kind based on race, religion, sexual orientation, gender, age, disability, or any of the characteristics protected by law.
If this sounds like the role for you, apply today to be considered for this opportunity and a member of our recruitment team will get back to you.
Please note, the closing date for this role is 11th March 2025.
Hours – Full Time 37.5 hours per week Monday to Friday + 1 in 2 Saturdays 9am-1pm.
Hybrid working available.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
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