Small Claims Handler

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 seeking an enthusiastic Claims Handler to join our fast-growing company. 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.

Responsibilities and key functions:

• 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 working through the processes with each policy holder.
• Request and gathering 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 escalating 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.

Qualifications/ required experience:

• Secondary education with qualifications in Maths and English, Must be numerate.
• At least 2 years experience in a Customer Service role.
• Previous claims experience is desirable but not essential.

What will you get in return?

• On-site gym
• Free breakfast (when working at the Tonbridge site)
• 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.
• 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 27th November 2024.

To apply for this position please send your CV to Recruitment@trinityclaims.co.uk

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.