Alternative Accommodation Process Handler

**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 want you to effectively manage and coordinate alternative accommodation arrangements for customers. Providing support to the complex handlers and reporting to our Complex Operations Manager you will be accountable and responsible for sourcing suitable alternative accommodation for our customers most in need. Ensuring excellent customer service is delivered in our customers time of need.

**Key Responsibilities**:

- Handle alternative accommodation claims efficiently and empathetically from first notification to resolution.
- Ensure adequate availability for handling alternative accommodation queries from customers and wider team members
- Identify suitable accommodation options quickly and proactively, balancing customer needs with commercial viability.
- Deliver excellent verbal and written communication to our customers, both internal and external
- Promptly contact customers who have been identified requiring alternative accommodation
- Provide guidance and information to customers on policy cover and limits
- Advise customers on additional costs including utility bills, council tax, removals and storage etc.
- Negotiate alternative accommodation settlements with customers direct
- Identify and source suitable alternative accommodation, considering factors such as location, amenities and requirements
- Utilise and search various providers and property websites for alternative accommodation
- Engage and manage suppliers where appropriate to deliver services in line with our processes.
- Document all relevant information relating to the alternative accommodation
- Provide input to the development of the alternative accommodation process including system, process and supplier management
- Ensure costs are controlled and accommodation and accompanying costs are settled within the policy limits and terms
- Flag and escalate any complex or sensitive cases to the Team Leader with clear summaries and recommendations.
- Track claims that have alternative accommodation to ensure cases are worked in priority order.
- Adhere to FCA regulations and internal claims handling standards

**Key Requirements**:

- Experience in a household insurance claims handling role
- Excellent verbal and written communication skills
- Good organisational skills
- Excellent problem-solving skills
- Helpfulness and a passion for customer service

**In return, we can offer you**:
Basic Salary £24,000-25,500 (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.