Motor Claims Handler

Trinity Claims; Tonbridge; On-site; GBP 24,000 - 26,000; Full time

Job summary

A claims management company in Tonbridge seeks a Customer Service Specialist to manage repair claims, ensuring timely and effective resolution for policyholders. The ideal candidate will have at least 2 years of experience in customer service, strong communication skills, and a good understanding of vehicle repair. The role offers a competitive salary of £24,000-£26,000, along with excellent on-site benefits including gym access and complimentary meals.

Benefits

On-site gym

Free on-site parking

Complimentary snacks and soft drinks

Qualifications

• At least 2 years’ experience in a Customer Service role.
• Good working knowledge of motor vehicle construction and modern repair techniques is desirable.
• Excellent verbal and written communication skills with a professional manner.

Responsibilities

• Manage the repair journey from instruction to payment smoothly.
• Provide excellent customer service via phone and email.
• Negotiate storage and recovery costs effectively.

Skills

Customer service experience

Communication skills

Motor claims knowledge

Knowledge of vehicle repair

Tools

Audatex

Job description

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 has 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.

Useful Links

Trustpilot & Glassdoor

About the Role

Committed to providing our customers with a world‑class claims service by ensuring that their claims are assessed quickly and, where appropriate, settled in the shortest possible time in line with industry and company guidelines. You will be working within a team dealing with our policy holder who has suffered a loss following an incident involving their car and so you will be patient and empathetic. You will proactively manage our Policyholders/Third parties repairs throughout their journey. You must be able to obtain all relevant information and record this accurately while providing the Policy Holder with excellent customer service and assistance.

Key Responsibilities

• Manage the repair journey from Instruction to Payment, ensuring each stage is monitored and managed appropriately to prevent delays (chasing estimates/updates on repairs/ensuring invoices received).
• Support inbound and outbound calls in relation to supplier claim queries for repair, total loss, invoicing, and recovery charges.
• Provide excellent customer service to our clients in relation to their repairs or Total loss journey, communicating directly via phone and email.
• Promptly pay Approved Repairers and Non‑Approved repairers for their services.
• Negotiate and agree storage and recovery costs, ensuring no delay to the customer journey and mitigating costs.
• Maintain supplier relationships.
• Update MIAFTR records and support salvage clearance by removing personalised plates/finance markers for prompt salvage disposal.
• First‑time resolution of any complaints.
• Compile documentation for the recovery pack on non‑fault/split claims, including repair/inherited charges/recovery and storage/fees.

Key Requirements

• At least 2 years’ experience in a Customer Service role.
• Good working knowledge of motor vehicle construction and modern repair techniques is desirable.
• Motor Claims knowledge, including a basic understanding of insurance principles, is desirable.
• Good working knowledge of computerised damage estimating systems, including Audatex, is desirable.
• Excellent verbal and written communication skills; polite and professional telephone manner.
• Tact and assertiveness when dealing with approved repairers/storage facilities.
• Ability to set expectations and ensure customers’ expectations are met in accordance with their policy entitlement.

In Return, We Can Offer You

Basic Salary £24,000‑26,000 (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.