Motor Claims Support Advisor

Direct Line Group is one of the top tier motor, home and small business insurers in the UK and home to some of the nation’s best-known brands: Direct Line, Churchill, Privilege, Green Flag and NIG. Our mission is to make insurance easier and better value for customers.

We currently have an exciting opportunities to join our Birmingham based Motor Fulfilment team as a Motor Claims Support Advisor, on full-time and permanent basis.

Purpose of Role

Our Motor Claims Support Advisors provide support and manage the external engineers (motor field) team’s workload by being responsible for arranging inspections of vehicles following a motor claim. Playing a pivotal role in our customers experience, our Liaisons ensure we are utilising our engineering field force effectively by organising efficient routes, whilst providing high levels of customer service.  Responsible for fulfilling the total loss journey by ensuring speedy payments to customers and making sure all systems are correctly updated. This is a role which is constantly evolving to meet the business needs and to provide our customers with a first class service.

Key Accountabilities

• Achieve / exceed key customer metrics, ensuring the customer experience is at the heart of everything we do, treating customers fairly at all times.

• Handle inspection requests which consist of: Low Speed Impact / Credit Hire and Without Prejudice inspections.  

• Lead, develop and use appropriate judgement to deliver excellent performance, in line with the Direct Line Group values and strategy

• Ensure the best use of your resource to meet customer demands and achieve business Service Level Agreement’s

• Control and manage the operational costs

• Identify, own and manage the risks involved in running our business appropriate to your role, interacting with the appropriate internal and external contacts, ensuring opportunities and threats are managed proactively and in line with the Group Risk Framework minimum standards.

What we are looking for:

• Excellent customer service skills

• A strong communicator – both verbal and written

• Excellent organisational skills

• Team player

• Ability to work well under pressure

• Ability to learn new skills whilst working in a fast-paced environment

Contract: Permanent

Hours: 35 hours (Monday – Friday, 9am-5pm)

Location: Birmingham (Livery Street)

Hybrid Working: 2 days a week in the office

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• Generous 9% employer pension. Regardless of whether you contribute into your pension or not, DLG pay 9% into your pension (but you can take this as cash if you want!)

• Generous holidays, 22 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!

• 50% off home, motor and pet insurance

• Free travel insurance and Green Flag breakdown cover

• Electric Vehicle car scheme which allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way

• Buy-as-you-earn share scheme

• Employee discounts and cashback

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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