Complex Team Assistant

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 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.

We are on an exciting journey of growth and are looking for people with the same passion for customer service to help keep us heading in the right direction. We believe the insurance industry is stuck in a rut and we are determined to make customers' experience at difficult times better.

We have a strong focus on using technology to improve the customers journey and encourage a culture of professionalism amongst our teams. We like to do things differently and are disruptors in the claims marketplace. Our aim is to be market leaders in everything we do. We are looking for energetic, empathetic, confident, self-driven, flexible, and innovative individuals to assist our Complex Claims Handlers.

Your responsibilities will include but will not be limited to; collating and verifying data of Complex Claims for referral to Underwriters, recording keeping, managing customer queries via phone, email, or portal.

We’ll need you to be able to:

• Collect information from customers and Complex Claims Team to ensure swift resolution of queries
• Respond to customer queries via phone, our customer portal or email in an efficient and professional manner
• Support Complex Claims Handlers in managing their claim portfolio by completing tasks
• Assess requirements for alternative accommodation for customers and arrange necessary settlement
• In liaison with the Complex Claims Handlers gather, collate, and submit Complex Claims Reports for referral to Underwriters. Including verifying the accuracy of financial data.
• Analyse reports and flag concerns
• Process invoices and payments to a high standard in line with company service level agreements
• Collaborate with other teams and departments on a regular basis to ensure high standard of service is provided.

We’re Looking for:

Skills required

• Excellent interpersonal and customer service skills.
• Questioning and decision-making skills.
• Excellent coordinating and analytical skills.
• Communication skills and confidence when dealing with people, often in difficult circumstances.
• Active listening skills.
• Organisational and time management skills.
• Ability to work well under pressure and meet deadlines.
• Ability to think strategically.
• Initiative and the ability to adapt quickly to different situations.
• Excellent numeracy and literacy skills.
• Discernment and the ability to assess a situation objectively.
• Attention to detail
• Tact and assertiveness when dealing with customers who may be distressed or angry.
• PC literate with good administrative skills.
• High level of confidentiality

Drive / motivation

• Excellent organisational skills.
• Helpfulness and a passion for customer service.
• Driven and enthusiastic – meets or exceeds targets.
• Empathy and understanding.
• Confident and professional attitude.
• Excellent negotiator.
• Active and energetic.
• Ability to take on increased ownership and responsibility when necessary.

Experience / knowledge

• Experience in a similar role
• Understanding of insurance/indemnity policies desirable

Qualifications

• ‘A’ level or equivalent qualifications in Maths and English, or demonstrable ability in numeracy skills & written English.

What will you get in return?

• On-site gym
• Free breakfast (when working at the Tonbridge site)
• 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.
• Eye test vouchers
• Enhances 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 December 2024.
To apply for this position please send your CV to Recruitment@trinityclaims.co.uk

We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.