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.

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About The Role

: As a Subsidence Claims Handler, you will manage a portfolio of household subsidence and ground movement claims from first notification through to settlement. Acting as the single point of ownership for your customers, you will deliver outstanding customer outcomes while balancing technical accuracy, effective indemnity spend and regulatory compliance. Working closely with customers, loss adjusters, consulting engineers, surveyors, contractors and suppliers, you will investigate the cause of movement, interpret technical reports and manage often complex, long-term claims with empathy and professionalism.

Your decisions will influence both customer experience and claim outcomes, ensuring repairs are appropriate, proportionate and compliant with policy terms.

Key Responsibilities

: Claims Management Manage an end-to-end portfolio of Ground Movement claims, prioritising workload to meet customer needs, service standards and business objectives. Assess policy coverage, validate evidence and apply policy terms to determine liability and claim entitlement. Review geological investigations, engineer reports, drainage investigations, arboricultural reports and monitoring data to determine the cause of damage and the appropriate claim outcome.

Understand the lifecycle of a subsidence claim, from initial validation through investigation, monitoring, repairs and final settlement. Instruct and manage suppliers including consulting engineers, surveyors, drainage specialists, arboricultural consultants and repair contractors. Review technical reports and repair recommendations to ensure they are appropriate, proportionate and represent value for money.

Maintain accurate claim reserves and authorise payments within delegated authority. Negotiate fair settlements verbally and in writing while balancing customer outcomes with effective cost control. Identify potentially fraudulent or exaggerated claims and refer concerns to the Counter Fraud Team where appropriate.

Ensure claims progress efficiently despite often lengthy investigation periods through proactive diary management and regular review. 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.