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For Companies At a Glance
- Tasks: Be the first point of contact for policyholders and handle claims with care.
- Company: Trinity Claims is a leading insurance provider focused on excellent customer service.
- Benefits: Enjoy a competitive salary, 25 days annual leave, gym access, and free snacks!
- Why this job: Join a supportive team where your ideas matter and you can grow your skills.
- Qualifications: 2 years of customer service experience preferred; claims experience is a bonus.
- Other info: We celebrate diversity and encourage all qualified candidates to apply.
The predicted salary is between 19200 - 20800 £ per year.
About Us
Trinity Claims delivers a dedicated, end-to-end claims management service exclusively for our sister company, Policy Expert. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.
Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.
About The Role
We are looking for an enthusiastic and customer-focused Claims Advisor to be the first point of contact for policyholders reporting a claim. In this role, you will gather key details, check policy coverage, review supporting documents, and ensure all necessary information is collected before passing the claim to the next stage. Strong communication, attention to detail, and the ability to provide a seamless customer experience are essential.
This is a fantastic opportunity for someone who is highly motivated, empathetic, and passionate about delivering excellent customer service.
Key Responsibilities
Customer Service:
- Answer first point of contact calls for new claims and call transfers.
- Provide excellent customer service.
- Deal with sensitive situations and difficult customers with professionalism.
- Display active listening skills on every call.
- Use good questioning to establish a valid claim.
- Build a relationship with all callers and all our departments.
- Deliver all claim outcomes in a positive light, including declines.
- Pass all audits at 95% or above.
Proactivity:
- Have a can-do attitude and positive approach towards change.
- Take on constructive feedback and apply it to every call.
- Have administrative and organisational skills.
- Undertake any individual or team task reasonably requested and in line with company values.
- Identify system errors and inform your manager.
- Handle claims on TCS with instructions, reserves, tasks, etc.
Knowledge:
- Set policyholders accurate expectations for their claims journey.
- Identify potential fraud triggers.
- Complete all relevant steps when setting up claims.
- Become knowledgeable in our policy wordings between Bronze, Silver and Gold.
- Understand what other departments do and be able to assist those teams.
- Have a full understanding of TCS with Tasks, instructions, how to log complaints and set reserves.
- Assist customers on our portal and EFNOL online system.
Working Together:
- Input ideas to help improve the department and deliver excellent customer service.
- Undertake any individual or team tasks reasonably requested.
- Help assist with other departments and take the initiative to learn more.
- Take initiative to help team members and foster collaboration.
- Help and assist other departments.
Key Requirements
- At least 2 years experience in a Customer Service role.
- Previous claims experience is desirable but not essential.
- Ability to take on increased ownership and responsibility when necessary.
- Helpfulness and a passion for customer service.
In Return, We Can Offer You
Basic Salary £24,000 as well as market leading benefits. 25 days annual leave plus statutory holidays.
Just Some Of The Great Benefits We Offer
- On-site gym
- Free on-site parking
- Free on-site breakfast bar
- Complimentary on-site snacks and soft drinks
- Discretionary performance related bonus
- An extra day’s holiday for your birthday
Application deadline: this position will remain open until we have found the right person for the job.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
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.
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Customer Service Advisor employer: Trinity Claims
Contact Detail:
Trinity Claims Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the insurance products offered by Trinity Claims. Understanding the different policies, especially the distinctions between Bronze, Silver, and Gold, will help you answer queries confidently and build rapport with policyholders.
✨Tip Number 2
Practice active listening skills before your interview. This means not just hearing but understanding what the caller is saying. You can do this by summarising their concerns back to them, which shows empathy and ensures clarity.
✨Tip Number 3
Prepare for scenarios involving difficult customers. Think of strategies to handle sensitive situations calmly and positively. Role-playing these scenarios with a friend can help you feel more prepared and confident.
✨Tip Number 4
Show your enthusiasm for teamwork during the interview. Be ready to discuss how you've contributed to team success in previous roles and how you can bring that proactive attitude to Trinity Claims.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially any roles where you've dealt with sensitive situations or difficult customers. Use specific examples to demonstrate your skills in active listening and problem-solving.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Customer Service Advisor role at Trinity Claims. Mention how your previous experience aligns with their requirements, such as handling claims and providing excellent customer service.
Showcase Your Skills: Emphasise your administrative and organisational skills in your application. Mention any experience you have with claims handling or using similar systems, as this will show you're prepared for the role.
Highlight Teamwork and Initiative: Trinity Claims values teamwork and proactivity. Include examples in your application that demonstrate your ability to work collaboratively and take the initiative to improve processes or assist colleagues.
How to prepare for a job interview at Trinity Claims
✨Showcase Your Customer Service Skills
Make sure to highlight your previous customer service experience. Be prepared to discuss specific situations where you provided excellent service, especially in challenging scenarios. This will demonstrate your ability to handle sensitive situations and difficult customers.
✨Demonstrate Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and can build rapport, which is crucial for a Customer Service Advisor role.
✨Familiarise Yourself with Insurance Products
Research Trinity Claims and their insurance products beforehand. Understanding the differences between Bronze, Silver, and Gold policies will help you answer questions confidently and set accurate expectations for policyholders.
✨Prepare for Common Scenarios
Think about common customer service scenarios you might face in this role, such as dealing with claims or handling complaints. Prepare your responses to these situations, focusing on how you would maintain a positive attitude and provide solutions.
