Trinity Claims
Ground Movement Team Leader
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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.
Useful links:
Trustpilot ¦ Glassdoor
About the role:
The Ground Movement Team Leader is accountable for the performance, capability and governance within the Ground Movement operation.
Leading a team of Senior Specialists and Claims Handlers, the role is responsible for delivering fair customer outcomes, maintaining strong technical and financial controls, and ensuring claims are progressed efficiently from notification through to settlement.
Key Responsibilities:
Operational Leadership
- Lead and manage the day-to-day operation, ensuring customers, colleagues and business objectives remain balanced.
- Deliver operational performance across productivity, service, quality, complaints and claim progression measures.
- Maintain oversight of workloads, capacity, performance trends and operational risks.
- Ensure claims are actively progressed and barriers to resolution are addressed promptly.
- Translate business priorities into clear objectives and expectations for the team
- Provide accurate performance insight, recommendations and updates to senior stakeholders.
People Leadership & Development
- Lead, coach and develop Team to deliver high standards of performance and people management.
- Create a culture of accountability, engagement and continuous improvement.
- Support colleague development through effective coaching, feedback and succession planning.
- Identify capability gaps and implement development plans to improve technical and behavioural performance.
- Manage performance, conduct, attendance and wellbeing matters in line with company policies.
- Promote an inclusive environment where colleagues feel supported, valued and able to perform at their best.
Customer Communication & Complaint Management
- Deliver professional, empathetic and proactive service throughout the customer journey, recognising the impact of property damage on customers.
- Respond to policyholder portal messages, telephone enquiries and correspondence within agreed service levels.
- Build customer confidence through clear communication, effective expectation setting and regular updates.
- Select the most appropriate communication method for each interaction, proactively contacting customers by telephone where discussions are complex, sensitive, likely to require detailed explanation or involve delivering difficult news, ensuring customers receive a clear and personalised service.
- Take ownership of complaints relating to your claim portfolio, seeking to resolve concerns promptly, fairly and at the earliest opportunity.
- Aim to resolve a minimum of 40% of complaints informally within 3 working days, using effective communication and sound judgement to restore customer confidence and avoid unnecessary escalation.
- Where informal resolution is not possible, ensure complaints are fully investigated, accurately documented and progressed promptly to support the issue of a Final Response Letter within the regulatory 8-week timeframe.
- Identify recurring complaint themes and contribute to improvements in customer experience and operational processes
- Ensure vulnerable customers and those requiring additional support are managed appropriately.
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Technical Oversight & Claim Governance
- Maintain oversight of complex, high-value or high-risk claims.
- Ensure policy coverage, technical decisions and claim outcomes are applied consistently and fairly.
- Support and challenge claim strategies to ensure investigations, repairs and settlements remain proportionate and evidence based.
- Ensure appropriate governance, escalation and decision-making controls are in place.
- Promote technical excellence through coaching, guidance and collaboration with Senior Specialists.
Financial & Supplier Management
- Maintain oversight of indemnity spend, reserves and financial controls.
- Identify and address areas of leakage, unnecessary spend or ineffective claim strategies.
- Ensure suppliers deliver against agreed performance, quality and service standards and escalate issues via the Supply Chain Team.
- Challenge supplier recommendations, costs and delays where appropriate.
- Build effective relationships with key suppliers and internal stakeholders to improve customer and business outcomes.
Performance, Risk & Compliance
- Ensure compliance with FCA requirements, Consumer Duty principles, data protection obligations and internal policies.
- Monitor quality, audit outcomes and key risk indicators, implementing actions where improvements are required.
- Ensure robust controls exist to support sound decision making and accurate claim handling.
- Review emerging risks and escalate material concerns appropriately.
- Promote a culture of accountability, learning and continuous improvement.
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Continuous Improvement
- Identify opportunities to improve customer journeys, operational effectiveness and colleague capability.
- Use performance data, complaints, audit findings and colleague feedback to drive meaningful change.
- Support the development of processes, standards, controls and best practice guidance.
- Lead and embed change initiatives across the operation.
- Share learning and best practice across wider claims functions.
Key Requirements:
Essential
- Significant experience within household insurance claims.
- 2 years + experience 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.
Desirable
- Ground Movement or Subsidence claims experience.
- Knowledge of building construction, repair methods and subsidence investigations.
- Experience managing complex or high-value claims operations.
- Professional insurance qualification (Cert CII, Dip CII or equivalent).
In return, we can offer you:
- Competitive Salary (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 17th August
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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