Job Description

We want you to be:

Objective and fair, customer-centric and detailed. With an ability to critically review claims and complaint files for presentation to the Financial Ombudsman Service (FOS) to achieve positive outcomes.

We'll need you to be able to;

independently and diligently review and investigate complaint files and prepare FOS case file submissions and manage any subsequent query from the FOS. Support the Customer Outcome Controller conducting Root Cause Analysis reviews on closed complaints and FOS outcomes. Support with the audit of complaints handled by the Customer Relations Team and the business's operational areas. Provide feedback loops across the business, including within your area, to prevent future failures and monitor performance. Support the Trinity Claims FOS win rate and provide regular feedback on causes of losses.

Proactivity:

Have a can-do attitude and positive approach towards change, be instrumental in driving positive change. Proactively take on board constructive feedback and learn from failure, be adaptive, to prevent a future occurrence. Keep up to date with changes to FOS approaches, FCA regulations and adapt business strategy accordingly. Have strong organisational skills.

Knowledge:

Develop a thorough understanding of our what is considered a fair outcome, keeping up to date with industry guidance and forums. Continuously develop your knowledge of the Trinity Household and Motor business models and strategies employed to deliver excellence in Indemnity Cost control, customer service and efficiency.

Working together:

Work closely with the customer relations team to ensure that all FOS tasks are delivered effectively and in a timely manner. Keep all locations across the group updated with changes in FOS approach that impact policy wordings. Undertake any individual or team tasks reasonably requested.

We're also looking for;

Skills required

Excellent spoken and written communication skills. Time management and organisation skills 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.

Drive/motivation

Helpfulness and a passion for excellent customer service Motivated by teamwork Empathy and understanding Positive approach Team player Confidence & a professional attitude

Experience/knowledge

Experience of working in a customer relations/complaints handling role within the insurance industry. Experience of working closely with the FOS is essential

Qualifications

Insurance qualification such a CII would be beneficial however are not essential.

In return, we can offer you:

Basic Salary 26,000-32,000 (DOE) 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 7th August 2025


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.