At Direct Line Group, we’re crafting 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 single day and adopt fresh thinking – after all, Britain is constantly changing 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 rare. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.
As a Claims Telephony Analyst you will be a central point of contact for telephony change arising within Claims Operations, you will co-ordinate and facilitate all communication on this change between the appropriate operational areas and Telecoms suppliers.
What being a Claims Telephony Analyst involves:
You will act as a central point of contact for Telephony Change within the Claims operational areas of DLG.
You will lead and prioritise change/work requests received from the contact centres to add customer value and meet the overall DLG Insurance strategy.
You will communicate effectively and ensure the strategy is understood by the wider business and within agreed SLA’s
You will own the relationships with relevant Telecoms Suppliers to ensure that appropriate user acceptance testing is undertaken and reviewed before systems changes are introduced.
your focus will be on costs, process improvements and efficiency to contribute to the profitability of DLG
Key skills required:
You will have good interpersonal skills – able to translate telephony jargon into easily understood operations language.
You will have experience of effective stakeholder management
You will have the ability to handle your own workload and to work to tight deadlines
You will have and excellent understanding of IT, Telephony and ACD system principals, including an excellent knowledge of Avaya contact centre technology.
Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate and we recognise and accept that people work in different ways. We will always adapt so you have the best and most appropriate working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.
Closing date: 15th March 2019
Career benefits and rewards
Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:
Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.
Life at Direct Line Group
We recommend that you read our colleagues’ stories and ask them a question on our live discussion platform www.directlinegroupcareers.com/ask-our-people. This will help you learn more about us and be better prepared for interviews.