Complex Claims Field Manager

About Trinity Claims

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.

Useful Links

• Trustpilot
• Glassdoor

About The Role

As the Complex Claims Field Manager you will be responsible for the day-to-day line management of a team of large loss claims handlers, providing oversight, guidance, and direction for the claims within the team's caseload. Reporting to our Complex Operations Manager you will be accountable and responsible for overseeing the effective management of large (typically £30k to £150k in value) domestic property claims, providing excellent customer service, controlling indemnity spend, and ensuring accurate reserving within the terms of the insurance policies.

Key Responsibilities

• Effectively lead, develop and coach a team of specialist staff.
• Conduct regular one-to-one meetings, claim reviews and accompanied site visits with the handlers in your team.
• Effective day to day management of claims under your control; excellent communications with policyholders, suppliers and loss assessors for those aspects of the claim you are responsible for.
• In conjunction with the Buildings Surveyor Team, drive settlement (cash or reinstatement) of the Buildings element of each claim in your control.
• In liaison with the Building Surveyor Team, manage system 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.
• 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.
• Support the Customer Relations Team with complaints and in particular those involving the FOS.
• Timely allocation of any new claims to your team members based on location, workload and complexity of the claim.
• Embed and continuously improve measurements, people performance management, training and development to align with the business strategies, market changes and technical policy on new development.
• Influence and lead a culture that reinforces the company brand, values and paradigm behaviours.
• Work closely with the Complex Claims Operations Manager to ensure all staff fulfil the technical elements of their roles.
• Monitor team performance to ensure weekly and monthly targets are set as well as ensuring that other operational goals and KPI’s are met, or exceeded.
• Motivate and drive the team to improve productivity and engagement.

Key Requirements

• At least 5 years previous experience of working in a domestic property claims related leadership role.
• High level understanding of insurance/indemnity policies and legal structure.
• Ideally - proven capability of claims negotiation with policyholders and Loss Assessors.
• Full and clean driving license.
• Relevant experience in a similar role.

In Return, We Can Offer You

• Basic Salary £45,000-50,000 (DOE) + £6,200 car allowance 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

Key skills/competency

• Claims Management
• Large Loss Claims
• Property Claims
• Team Leadership
• Customer Service
• Indemnity Control
• Claims Reserving
• Negotiation Skills
• Insurance Policies
• Performance Management