Total Loss Negotiator

About us

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.

Trustpilot ¦ Glassdoor

About the Role:

We are dedicated to delivering a world-class claims service, ensuring that all claims are assessed promptly and, where appropriate, settled in the shortest possible timeframe—always in accordance with both industry standards and internal company guidelines.

Our in-house Total Loss Team plays a pivotal role in this process, proactively managing every aspect of vehicle valuation and settlement for both insured and third-party claims. From initial assessment through to final resolution, we strive to provide a seamless and efficient experience.

To support this commitment, we expect candidates to demonstrate proficiency with key industry tools, including MIAFTR, Experian, Audatex/ GT motive, Glasses, CAPS, Percayso and Autotrader. A strong foundation in market research and a genuine interest in vehicle valuation is essential. Candidates should also be familiar with Private plate retention procedures, Salvage disposal processes, Vehicle categorisation in line with the ABI Code of Practice and FCA guidelines on fair customer treatment.

Key Responsibilities:

• Deliver consistently high performance against agreed objectives, KPIs, and SLAs, contributing to the overall success of the engineering function.
• Continuously develop your knowledge within your specialist area to enhance understanding of complex technical issues and support informed decision-making.
• Offer expert guidance to both internal departments and external customers, ensuring queries are resolved efficiently and accurately
• Maintain Strong professional relationships with External salvage agents.
• Apply robust processes and controls to identify, assess, and mitigate operational risks in line with company standards.
• Work directly with insured parties to negotiate settlements, adhering to established procedures and ensuring fair outcomes.
• Ensure timely clearance of vehicles for auction in accordance with SLAs. Follow up with customers regarding private plate retention and lease agreement clearance as needed.
• Contribute to cost, service, and process improvement projects across the team, and actively participate in wider departmental initiatives.
• Ensure timely and precise updates to the Motor Insurance Anti-Fraud and Theft Register (MIAFTR), supporting regulatory compliance and data integrity across all total loss cases.
• Aim for first-time resolution of customer complaints by applying sound judgment, empathy, and clear communication. Deliver outcomes that reflect our commitment to fairness and exceptional service.

Key Requirements:

• Proven engineering experience within the motor insurance sector, with a solid understanding of vehicle assessment and claims processes.
• Confident in using key valuation and assessment tools, including Audatex, Glass's Guide, and other industry-standard platforms.
• Strong verbal and written communication skills, with a courteous and professional telephone manner..
• At least 2 years' experience in a Customer Service role
• Membership with professional bodies such as IMI, IAEA, ATA, or VDA is preferred but not essential.
• A solid working knowledge of motor vehicle construction and contemporary repair techniques is highly desirable.
• A foundational understanding of motor claims processes and basic insurance principles is desirable.

In return, we can offer you:

Basic Salary £30,000-34,000 (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 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.