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New Claims Co-ordinator - Legal Expenses

The Core, Bristol, BS1 6JX
Full time
The role

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we accept change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly evolving and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

Purpose of Role

We are currently recruiting for a New Claims handler to join our Legal Expenses Claims team on a full-time permanent basis - to be based at our Bristol Office.

Our Legal Expenses policies give our customers protection when they need to take legal action against someone, in order to get compensation or other legal remedy. The types of claims our customers make range from personal injury following car accidents, disputes with employers or contractors, to neighbour disputes.

Our role in the New Claims Team is to contact our customers by phone and by letter, to discuss the decision made on their new claim enquiry. We'll also discuss legal representation with them and send their details to solicitors. We give an excellent experience to our customers at a time when they are often in a difficult or sensitive situation.

What you'll be doing:

Assessing and processing legal expenses claims enquiries and acting as the first point of contact for new and existing customers

Speaking with our customers about their new claim, specifically in relation to legal representation

Helping customers understand the next steps in their legal claim journey and relaying meaningful regulatory notices, and providing decisions in writing

Appointing legal representatives to act for our customers and collaborating closely with our preferred law firms

Interacting with our other claims teams and business areas to progress claims or resolve customer concerns

Providing an excellent customer experience throughout the claims process on both incoming and outgoing calls

Skills & Qualities you'll need:

Excellent customer service skills

Previous experience of dealing with customers by telephone would be desirable

High attention to detail

Ability to organise and prioritise workloads

Hours : Monday-Friday 9am - 5pm