FNOL Customer Service Advisor

Trinity Claims; Tonbridge; On-site; GBP 25,000 - 26,000; Full time

Job summary

Trinity Claims in Tonbridge is looking for a friendly Claims Advisor to be the first contact for policyholders reporting a claim. You will gather details, check policy coverage and review documents to ensure everything needed is captured before passing the claim along.

You will communicate clearly, manage sensitive situations and deliver a positive customer experience while meeting audit standards. The role offers a straightforward path to progress within the claims team.

Qualifications

• Previous experience handling household claims.
• Knowledge of household policies, terms, exclusions, and claim lifecycles.
• Ability to interpret policy wording accurately to determine liability and coverage.
• Strong analytical ability to assess technical reports, estimates, invoices, and photographic evidence.
• Identify inconsistencies or exaggerations in claims and escalating where necessary (potential fraud).
• Skilled at making accurate and fair settlement decisions.

Responsibilities

• Answer first point of contact calls for New claims and call transfers.
• Provide excellent customer service.
• Deal with sensitive situations and difficult customers.
• Display active listening skills on every call.
• Use good questioning to establish a valid claim.
• Build a relationship with callers and departments.
• Deliver all claim outcomes in a positive light, including declines.
• Pass audits at 95% or above.

Skills

Household claims

Policy interpretation

Fraud awareness

Customer service

Documentation

Job description

About the role:

We are looking for an enthusiastic and customer-focused Claims Advisor to be the first point of contact for policyholders reporting a claim. In this role, you will gather key details, check policy coverage, review supporting documents, and ensure all necessary information is collected before passing the claim to the next stage. Strong communication, attention to detail, and the ability to provide a seamless customer experience are essential.

This is a fantastic opportunity for someone who is highly motivated, empathetic, and passionate about delivering excellent customer service.

Key Responsibilities:

Customer Service:

• Answer first point of contact calls for New claims and call transfers.
• Provide excellent customer service.
• Have the ability to deal with sensitive situations and difficult customers.
• Display active listening skills on every call.
• Use of good questioning to establish a valid claim.
• Build a relationship with all callers and all our departments.
• Deliver all claim outcomes in a positive light, including declines.
• To pass all audits at 95% or above.

Proactivity:

• Have a can-do attitude and positive approach towards change.
• Take on board constructive feedback and apply this to every call.
• Have administrative and organisation skills.
• To undertake any individual or team task or activity reasonable requested and in line with the company values.
• Picking up on system errors and making your manager aware of them.
• Having the ability to claims handle on TCS, with instructions, reserves, tasks etc…

Knowledge:

• Set policyholders accurate expectations for their claims journey.
• Identify any potential fraud triggers.
• Complete all relevant steps when setting up claims.
• Become knowledgeable in our policy wordings between the Bronze, Silver and Gold.
• Understanding what other departments do and able to assist that team.
• Having a full understanding on TCS with Tasks, instructions, how to log complaints and set reserves etc…
• Having a full understanding as well as providing assistance with our customers on the portal and EFNOL online system.

Working together:

• Input ideas to help improve the department and deliver excellent customer service.
• Undertake any individual or team tasks reasonably requested.
• Help assist with other departments and take the initiative to want to learn more.
• Taking the initiative to help each other out within the team.
• Helping and assisting other departments.

Key Requirements:

• Previous experience handling household claims
• Working knowledge of household insurance policies, terms, exclusions, and claim lifecycles.
• Ability to interpret and apply policy wording accurately to determine liability and coverage.
• Strong analytical ability to assess technical reports, estimates, invoices, and photographic evidence.
• Capable of identifying inconsistencies or exaggerations in claims and escalating where necessary (e.g, potential fraud).
• Skilled at making accurate and fair settlement decisions.
• Ability to manage content claims
• Ability to manage individual file ownership, follow actions through to completion and escal…
• Ability to understand and progress basic buildings claim queries, including repair scopes, supplier recommendations and claim-related variations.
• Confidence in asking appropriate questions and escalating technical matters when further review is required

In return, we can offer you:

Basic Salary £25-26,000 (DOE)

Application deadline: this position will remain open until we have found the right person for the job.

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