Home Claims Operations Leader

Trinity Claims; Tonbridge; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

On-site gym

Free parking

Free breakfast bar

Snacks & drinks

Discretionary bonus

Birthday leave

Job summary

Trinity Claims, delivering end-to-end claims support for Policy Expert, seeks a Home Claims Team Leader in Tonbridge to manage the Ground Movement operation, drive governance, balance customer outcomes with technical and financial controls, and translate priorities into clear team objectives.

You will lead a team of Senior Specialists and Claims Handlers, coach on performance, and champion continuous improvement while ensuring complaints are handled with empathy and compliance, meeting

Qualifications

• Significant experience within household insurance claims.
• 2+ years leading operational teams and developing handlers.
• Strong understanding of claims handling, customer service and complaint management.
• Experience using management information to drive operational performance.
• Strong understanding of governance, risk management and regulatory requirements.
• Ability to balance customer outcomes, technical quality and commercial performance.
• Strong communication, coaching and stakeholder management skills.

Responsibilities

• Lead and manage day-to-day operation, balancing customers, colleagues and objectives.
• Drive performance across productivity, service, quality, complaints and claim progression.
• Oversee workloads, capacity, trends and operational risks.
• Ensure claims progress and address barriers to resolution promptly.
• Translate business priorities into team objectives.
• Provide performance insights and updates to senior stakeholders.
• Coach and develop team to deliver high standards of performance.
• Promote accountability, engagement and continuous improvement.
• Identify capability gaps and implement development plans.
• Manage performance and wellbeing matters per policy.
• Promote an inclusive environment where colleagues can perform at their best.
• Deliver empathetic service across the customer journey and timely responses.
• Ensure compliant, timely investigation and resolution of complaints.
• Maintain governance and escalation controls; support fair outcomes.

Skills

Household claims

Team leadership

MIS reports

Governance & risk

Stakeholder comms

Claims handling

Education

Cert CII / Dip CII (Desirable)

Job description

Trinity Claims, delivering end-to-end claims support for Policy Expert, seeks a Home Claims Team Leader in Tonbridge to manage the Ground Movement operation, drive governance, balance customer outcomes with technical and financial controls, and translate priorities into clear team objectives.

You will lead a team of Senior Specialists and Claims Handlers, coach on performance, and champion continuous improvement while ensuring complaints are handled with empathy and compliance, meeting