Job Title

Complex Loss Handler - Kent AreaWe are looking for a dedicated and customer-focused Claims Handler to join our specialist team, managing a portfolio of large or complex property claims from first notification through to settlement. This role involves end-to-end claims management, with a strong emphasis on building positive relationships with policyholders, ensuring clear communication, and delivering a smooth claims experience. You will work closely with internal teamsincluding Building Surveyors and Alternative Accommodation specialistsas well as external suppliers and loss assessors to drive timely, fair, and compliant claim outcomes. The ideal candidate will be proactive, organised, and confident managing site visits, assessing liability, negotiating settlements, and maintaining meticulous documentation.We want you to:We want you to be a highly motivated individual who will effectively manage and coordinate large and complex home insurance claims, investigating, assessing and owning the claim in its entirety ensuring customers receive excellent service whilst managing claims costs and expenses within the scope of the insurance policy.Well need you to be able to:Effective day to day project management of claims under your control; excellent communications with policyholders, Suppliers and Loss AssessorsBuild and maintain strong relationships with policyholders, providing regular updates, addressing concerns and a positive claims experienceWhere applicable; travel to policyholders homes to assess liability, record, value and negotiate claim settlement for contents items, arrange and manage alternative accommodation for policyholders to reach fair settlementsEnsure all claims are handled in accordance with industry regulations, company policies and best practicesIn conjunction with the Buildings Surveyor Team, drive settlement (cash or reinstatement) of the buildings element of each claim in your control.Produce a Large or Complex report and deliver same to the Claims SMT within agreed timeframes.Maintain claim files to a very high standard ensuring that all documents, photographs and communications are accurately recorded in chronological order for audit, complaints analysis and client review.In liaison with the Building Surveyor Team, manage claim reserves and payments ensuring that Total Incurred values are as accurate in the shortest period possible and maintained as such until the claim is concluded.Support the Customer Relations Team with complaints and in particular those involving the FOS.Manage own diary, including where approved, the coordination of customer appointments for site visit and hotel accommodation for yourself if applicable.Work closely with our Alternative Accommodation team to establish needs and control costs.Identify and mitigate potential fraudSkills/Attributes requiredExcellent verbal and written communication skillsGood organisational skillsExcellent problem-solving skillsAccuracy with a high attention to detailTact and assertiveness when dealing with customers who may be distressed or angryAbility to work well under pressure and meet deadlinesPC literate with good administrative skills.Ability to take on increased ownership and responsibility when necessary.Drive/motivationHelpfulness and a passion for customer service.Driven and enthusiastic meets or exceeds targets.Empathy and understanding.Confident and professional attitude.Confident and professional attitude.Commercially aware.Takes ownership of problems and drives for effective solutions.Active and energetic.Experience/knowledgeMinimum:At least 5 years previous experience of working in an insurance claims related handling role.High level understanding of insurance/indemnity policies and legal structureIdeally:Proven capability of claims negotiation with policyholders and Loss AssessorsQualificationsMinimum:Full and clean driving licenseA level or equivalent qualifications in Maths and English, or demonstrable ability in numeracy skills & written English.Ideally:Role applicable qualifications in insurance.In return, we can offer you:Basic Salary 32,000-38,000 (DOE) + 4,800 Car Allowance, as well as market leading benefits.25 days Annual leave plus statutory holidays.Rewards:On-site gymFree on-site parkingFree on-site breakfast barComplimentary on-site snacks and soft drinksDiscretionary performance related bonusLife insurance coverEnhanced company pension schemeCycle to Work SchemeEmployee of the month & employee of the year awardsRefer a Friend schemeAn extra days holiday for your birthdayPaid volunteering/charity day a yearSupport in your development and wellbeing, including an Employee Assistance Program (EAP)Eye test vouchersTraining and development opportunities at all levels through Trinity Academy and Apprenticeship programsSocial eventsApplication 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.