Customer Service Advisor - Trinity Claims : Job Details

Company Overview . Who we are

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 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

The first point of contact for all our policyholders across multiple insurance products.

Key Responsibilities & Accountabilities - What you will do:

Customer Service:

· Answer first point of contact calls for New claims and call transfers.

· Provide excellent customer service.

· Have the ability to deal with sensitive situations and difficult customers.

· Display active listening skills on every call.

· Use of 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.

· To pass all audits at 95% or above.

Proactivity:

· Have a can-do attitude and positive approach towards change.

· Take on board constructive feedback and apply this to every call.

· Have administrative and organisation skills.

· To undertake any individual or team task or activity reasonable requested and in line with the company values.

· Picking up on system errors and making your manager aware of them.

· Having the ability to claims handle on TCS, with instructions, reserves, tasks etc…

Knowledge:

· Set policyholders accurate expectations for their claims journey.

· Identify any potential fraud triggers.

· Complete all relevant steps when setting up claims.

· Become knowledgeable in our policy wordings between the Bronze, Silver and Gold.

· Understanding what other departments do and able to assist that team.

· Having a full understanding on TCS with Tasks, instructions, how to log complaints and set reserves etc…

· Having a full understanding as well as providing assistance with our customers on the 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 want to learn more.

· Taking the initiative to help each other out within the team.

· Helping and assisting other departments.

Person Specification

Experience & Knowledge

• Significant experience in a customer service-related role
• Call handling experience preferred.

Skills & Abilities

• Good spoken and written communication skills.
• Confident telephone manner.
• Accuracy and attention to detail.
• Ability to understand and follow internal processes.
• PC literate with great administrative skills.
• Ability to work well under pressure.
• Excellent organisation and time management skills.
• Being clear and concise with file noting on TCS.

Personality & Motivation

• Helpfulness and strong customer service
• Motivated by teamwork
• Empathy and understanding
• Assisting with vulnerable customers.
• Confidence & a professional attitude
• Motivation to learn more on your knowledge and skills.

In return, we can offer you:

Basic Salary £23,000-24,000 (DOE), as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Rewards:

• 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.