Join to apply for the Alternative Accommodation Team Leader role at Trinity Claims.
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 to support customers from first contact through to final resolution.
About The Role
As the Alternative Accommodation Team Leader, you will effectively manage and lead the team, ensuring timely, compassionate and cost‑effective placement of customers whose homes are no longer habitable. Reporting to the Complex Operations Manager, you will be accountable for day‑to‑day operations, driving exceptional customer outcomes while maintaining policy compliance, regulatory requirements and budget control.
Key Responsibilities
* Provide leadership to deliver first‑class claims handling and management service.
* Manage and understand individual team members to ensure each performs to the best of their ability and meets minimum standards.
* Mentor and develop team members to enhance their skills and capabilities.
* Monitor performance to ensure weekly SLA targets and other operational goals and KPIs are met or exceeded.
* Act as a key escalation point for complex, high‑value or sensitive accommodation placement, including cases involving vulnerable customers.
* Monitor, review and control the overall alternative accommodation claim reserve and expenditure.
* Identify opportunities for continuous improvement within the alternative accommodation process.
* Approve payment and reserve requests for accommodation, utility bills and associated expenses within authority limits.
* Ensure adequate availability for handling alternative accommodation queries from customers and wider team members.
* Provide input to the development of the business, including system, process and supplier management.
* Support the Customer Relations Team with complaints, particularly those involving the FOS.
* Provide training, coaching and guidance to existing and new team members.
* Carry out regular 1‑2‑1 meetings to discuss performance and behaviour and conduct formal annual and half‑yearly appraisals, ensuring SMART objectives and personal development plans are set appropriately.
* Adhere to FCA regulations and internal claims handling standards.
* Be an escalation and referral point for queries.
* Carry out monthly quality audits for individual assessment.
* Engage and manage suppliers where appropriate to deliver services in line with our processes.
Key Requirements
* Previous experience as a team leader in an insurance contact centre environment, or experience in a household insurance claims handling role.
* Ability to vary approach to get the best out of each team member and the team as a whole.
* Accuracy and attention to detail.
* Tact and assertiveness when dealing with distressed or angry customers.
* Ability to work well under pressure and meet deadlines.
* Ability to take on increased ownership and responsibility when necessary.
In Return, We Can Offer You
Basic Salary £28,000‑32,000 (DOE) and market‑leading benefits.
Benefits
* On‑site gym
* Free on‑site parking
* Free on‑site breakfast bar
* Complimentary on‑site snacks and soft drinks
* Discretionary performance‑related bonus
* 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.
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