Senior Claims Specialist

We are looking for an enthusiastic and customer-focused Claims Advisor to manage a portfolio of fast-moving household claims. This role involves advising policyholders, verifying coverage, gathering documentation, and ensuring smooth claim progression from start to settlement. Strong communication, organisation, and problem-solving skills are essential, along with the ability to prioritise tasks in a high-volume environment.

This is a fantastic opportunity for someone who is motivated, empathetic, and passionate about delivering excellent customer service.

We want you to:

• Manage a portfolio of Household claims, answering Policyholder queries relating to their claim and policy either via the claims portal or on the phone.
• Provide first class, full lifecycle claims handling and act as the primary Policyholder contact.
• Help develop technical excellence within the claims team.
• Assist the training function to build material.

We’ll need you to be able to:

• Advise policyholders on general queries and claims queries relevant to their claim or policy.
• Respond to Policyholder portal messages professionally and within a timely manner.
• Build policy-holder confidence by developing rapport and actively listening to each Policyholder and taking the necessary action.
• Ensure policy covers and limits are applied where applicable.
• Take a methodical approach to each claim and work through the processes with each policy holder.
• Request information for example photos of damage and proof of ownership from Policyholders by using the system effectively.
• Arrange for payments to be made within authority levels.
• Proactively handle claims to ensure decisions are made quickly and delivered to the Policyholder as quickly as possible.
• Manage a high-volume portfolio of fast paced claims through prioritising by individual circumstances from 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.
• Help build processes and material.
• 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.
• Ensure efficiency & cost control at the highest level.

Skills/Attributes required:

• Excellent verbal and written communication skills.
• Good organisational skills.
• Accuracy and attention to detail.
• 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.
• Drive/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.

Experience/knowledge:

• At least 3 years experience in a Home Claims role.

In return, we can offer you:

• Basic Salary £35,000-40,000 (DOE) as well as market leading benefits.
• 25 days Annual leave plus statutory holidays.
• 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).
• Eye test vouchers.
• Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs.
• Social events.

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.