Credit Hire Claims Handler
Credit Hire Claims Handler
Birmingham - Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let’s be brilliant for our customers
Join us as a Credit Hire Claims Handler, where you'll be the driving force behind seamless claim resolutions, empowering customers and shaping industry standards with every decision.
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
What you'll be doing
Reporting directly to the Credit Hire Teams Leader, you'll proactively manage credit hire, repair, and liability within established guidelines and timelines. This involves accurate and relevant data capture to facilitate claim investigation and settlement, ensuring seamless handover to other departments. Your responsibilities include validating policy coverage, identifying potential fraud, and verifying liability assessments to meet customer expectations. You'll also focus on revenue generation and cost control through efficient claim settlement negotiations. Effective follow-up activities, such as investigation and negotiation, will guide decision-making on claim routing. Upholding the principles of Treating Customers Fairly, you'll prioritise customer experience and handle complaints professionally. Communication with customers, third parties, and colleagues will be crucial in maintaining successful relationships and achieving favourable outcomes. Adherence to internal and external policies, procedures, and risk management frameworks is paramount, as is continuous self-development to enhance personal contribution within the Claims operating model.
What we're looking for
Previous experience in the Insurance industry, including Credit Hire or Motor Claims
Strong skills in claims management, including investigation, negotiation, and settlement
The ability to prioritise workload and the importance and urgency to work to tight deadlines
Excellent telephone manner and a passion for customer service
What we offer in return
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:
Generous 9% employer pension contribution
22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
50% off home, motor and pet insurance
Free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Plus, many more
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Read our flexible working approach here
Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com
Together, we’re one of a kind
Hours: 37.5 hours (Monday to Friday, 9am to 5pm)
#LI-Hybrid
#LI-CL2
Let’s Be Brilliant For Our Customers!
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
The Brands We Work With
Our Customer Service advisors support our customers with a wide range of products and services across some of the UKs well-known brands. As an advisor you may find yourself working across many of these brands including Direct Line, Direct Line for Business, Churchill and Green Flag. Other brands we have are Motability, Privilege, DLG Auto Services, DLG Legal Services and Darwin.
Our Values
Nobody has all the answers.
Think, act and win as one team to deliver great outcomes for our customers each and every day.
Draw upon diverse skills and perspectives, testing and iterating as you go.
Collaborate, communicate and be inclusive.
We want the real, whole you and value diverse perspectives, ideas and opinions. So feel confident and empowered. Believe in yourself as much as we do.
Be you, have fun, and make this a great place to be.
Make it happen. Spot the opportunities, take the initiative and be accountable.
Be brave, innovative and embrace new challenges, doing what’s right not what’s easy. Keep it simple and take risks in a positive way.
Develop new skills, own your own career path and push your talents to the limit.
We need different perspectives, so your input matters. Ask questions, make suggestions, raise concerns but be respectful and make the space to listen to others. Face into difficult conversations so we continue to evolve and improve.
Hiring Process
There’s no one quite like you. Together, we'll uncover your strengths using tailored strategies if needed. Let's bring out the best in you.
What Our Colleagues Say
“I thoroughly enjoy my role at Direct Line Group for a multitude of reasons. Firstly, the people I work with are incredibly supportive and collaborative, making it a pleasure to come to work every day. The company also provides abundant opportunities for professional growth and development, which keeps me motivated and engaged. Furthermore, I find great satisfaction in serving our diverse range of customers, knowing that I play a crucial part in meeting their needs. Overall, the dynamic work environment, the chance to learn and grow, and the meaningful connections with customers make my role at Direct Line Group truly fulfilling.”
Customer Service Advisor
“Following my probation, I would like to say I am really happy working for Direct Line Group. I pretty much like everything about the role, I feel needed and wanted by colleagues and customers. The values of the company are excellent for the customers. I like that the calls are somewhat repetitive, but still each call is still different as each customer is different. I find the Flex type tool was so helpful and I use it on every call. I hope to be able to develop throughout my career at Direct Line Group. I was a bit worried about the tech side of things to begin with and even though I am still not 100% but learning every day.”
Customer Service Advisor
Our Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle:
9% employer contributed pension
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future
Generous holidays including the option to buy or sell days
Buy as you earn share scheme
Employee discounts and cashback
Plus many more
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