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Claims Handler - Glasgow

14-18 Cadogan Street, Glasgow, G2 6QN
Full time
The role

I used to just have a job

Now I’m learning everyday

Always Developing

We’re proud to be number 3 in The Sunday Times 25 Best Big Companies to Work For 2019.

Salary £20,710 - £23,356 dependant on your experience (Includes 9% pension contribution), plus additional benefits

What we’re looking for:

In Glasgow we’re looking for people like you to join DLG across our Claims teams.

Customers will be contacting you at a distressing time, so we'd love you to be able adapt your approach, be empathetic, supportive and really listen to our customers’ needs in a situation.

It goes without saying you'll have to be a phenomenal multi tasker here, but don't worry if you don’t have experience we are here to develop you in your role and this starts with our training programme.

Our Glasgow teams support our Motor, Home and Travel insurance products as well as Roadside Rescue and Damage Management teams

What you’ll be doing:

We pride ourselves on providing a great claims experience at a difficult time for our customers. Whether our customer needs support with their home, motor or travel claims, you’ll be responsible for handling a claim to the final outcome.

Home, Motor and Travel Claims (opening hours 8am -8pm), teams assist our customer through the initial registration of their claim. It is not always easy, as customers can often be upset or in stressful situations. So, you’ll need to take the time to talk through the claim whilst gathering accurate information and ensuring you are being empathetic and understanding to the customer’s situation. The role has real variety as it works closely with the customer and third-party suppliers daily.

Roadside Rescue teams for Green Flag (opening hours 7am – 9pm with shift allowance) assist our customers at the roadside if they have broken down or have damaged their vehicle. They may even be dealing with customer queries as well as talking through the benefits of our Green Flag product. Working in Rescue is not a 9am-5pm, Monday-to-Friday job and, as a result, we offer a wide choice of different shift options, which attract various shift allowances.

This role will give you more than a sales and service experience as it you will also be looking after customers roadside rescue claims. In this role you’ll be at the heart of our business and you’ll need be enthusiastic, upbeat and committed to delivering the best service.

Damage Management and Home Resolutions (opening hours 8am – 6pm), even with no experience you can join these teams and support our customers after the initial claim has been registered. This role is all about communicating regularly with the customer, ensuring they know what is happening. You’ll take ownership and be dedicated to investigating and resolving a claim to its final outcome.

No matter what experience you have, we’ll have the role for you!

You’ll need to

  • Keep our customers at the heart of what you do
  • Be proactive in your approach
  • Take ownership
  • Be empathetic and understanding
  • Adapt your approach to our customers’ needs

You may need to 

  • Resolve outstanding investigations
  • Negotiate a fair outcome
  • Take ownership

What hours will you be working?

We're here for our customers when they need us the most, the hours you work can fall between Monday to Friday – 8am-8pm with some roles working Saturday shift 9am-5pm and Sunday.

Our Rescue teams are open 24/7 and shifts can often be between 7am and 9pm Monday to Sunday. We do pay an addition shift allowance between £950 - £2700 for supporting customers in late hours.

Shift and training information will be discussed at interview and offer stage

What we’ll give you:

Come join us and you’ll find yourself in the middle of one of the most on-the-go teams in the business. We’re always encouraging internal development and you’ll have access to loads of learning opportunities, events and conferences to build your industry knowledge. We also have team lunches, wellness walks and team nights out.


Life at Direct Line Group

Let our colleagues answer your questions and tell you what it’s really like to work at DLG. Visit our discussion hub (https://directlinegroupcareers.career-inspiration.com/app/home/) to find out why Direct Line Group is a special place to work.

Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate and we recognise and embrace that people work in different ways. We will always adapt so you have the best and most comfortable working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.