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smiling DLG employee

Settlement Advisor

Req ID:
Mechanical / Engineering
Birmingham; Leeds

About us:

Direct Line Group is one of the leading 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.

Do you have a passion for motor engineering, delivering excellent customer services and the ability to negotiate and influence? We have fantastic opportunities for Settlement Advisors to join either our Leeds or Birmingham based teams, on full time and permanent basis.

The role:

You will play a key part in the customers overall claims journey by providing a digital service and having accountability for the settlement of all claimant’s vehicles, within service level time-frames.

Working in the Motor Fulfilment Engineering function you will be the first point of contact - providing a telephone based total loss settlement service. With the use of strong verbal and written communication skills you will be responsible for providing professional & concise explanations to customers in regards to the claim procedures, documents and processes.

Taking referrals from the first line Claims department, you will work to undertake a desktop engineering assessment service using images and a variety of engineering tools and information to agree settlements and a way forwards to getting our customers back on the road as quickly and easily as possible.

What being a Settlement Engineer involves:

  • Ensuring the customer experience is at the heart of everything you do, treating customers fairly at all times

  • Building a customer focused culture that will support the delivery of our customer measures of Ease, Speed, Quality and Recommendation

  • Ensuring customer service referrals are dealt with professionally and in a timely manner and recorded onto the complaints tracker accurately

  • Collaborating with your colleagues and the wider business to drive the correct outcome for DLG and our customers

  • Delivering Total Loss settlements in line with department targets

  • Supporting the delivery and management of Accident Damage spend budget within inflation targets

  • Being a part of a high performing team, striving for success and continually improving your own capability and living the DLG values

  • Contributing towards the team engagement plan and take dedicated measures to continuously improve relationships and how we work

  • Creating a culture where diversity and difference are accepted and embraced in line with our Bring All of Yourself to work value.

  • Seek to develop yourself to maximise your full potential in the role

Skills and qualities we are looking for:

  • You will have a keen interest in the Motor Trade, Motor Engineering and support services

  • You will have an understanding of the Motor Claims processes and systems

  • Strong verbal and written communication skills

  • Highly developed telephone customer service communication skills

  • Deliver difficult messages and remain resilient through tough challenge

  • The ability to utilise multiple key systems and information sources to solve problems and drive decision-making.

  • Efficient and Highly Productive.

Hours: 35 hours per week (shifts between Mon – Fri 8am-8pm, Sat 9am-5pm and Sun 10am-5pm)

Location: Leeds (LS1) or Birmingham, Livery Street (B3)

Hybrid working:2 days per week working from local office, and 3 days per week working from home

Ways of Working

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.

How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you. You can find out more about our flexible working approach or please get in touch with the team to discuss.


We recognise we wouldn't be where we are today without our colleagues, that's why we offer such excellent benefits designed to suit you as and when you need them:

9% Private Pension

50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

Additional optional Health and Dental insurance

EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

Generous holidays

Buy as you earn share scheme

Employee discounts and cashback

Plus many more

Life at Direct Line Group

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

#LI-PK1 #Hybrid

Smiling DLG Auto Services worker Smiling DLG Auto Services worker

Fix Up Your Future With DLG Auto Services

With a network of body shops that spans the length and breadth of the UK, and 90,000 accident damaged vehicles passing through our garages every year, here at DLG Auto Services, we don’t do things by halves. We’re bringing together sustainable, advanced tech and compassionate customer service to ensure our services stay ahead of the game. And we’re doing it for the good of motorists across the UK.

Let's accelerate your career!

Driving A More Sustainable Future

The future is exciting, we’re investing in new sustainable technologies to help us re-shape and evolve the vehicle repair industry.

Our high operating efficiency allows us to deliver excellent cost control whilst meeting our environmental targets through lowering emissions and increased recycling.

We are exploring a range of solutions to embed our environmental goals as part of our emissions reduction strategy.

Using alternative fuels – Testing the viability of alternative fuels, such as hydrogenated vegetable oil (HVO), to power recovery trucks.

Energy efficient lighting – introducing LED lighting across our sites to illuminate our workshops and enable energy savings of 60%.

Green parts – Offering customers the option of ‘green’ parts could reduce the need for new replacement parts and significantly reduce the carbon footprint of repairs.

Our Repair Process

We genuinely care here at Direct Line Group Auto Services about what we do and strive to provide a phenomenal level of service for our customers.

Whether it’s the weekly shop, the school run, or making deliveries, getting from A to B is important.

Across our networks, our teams strive to get our customers vehicles in working order and back on the road as quickly as possible. We repair all our customers vehicles to the BS10125 standard for Vehicle Damage Repair, accredited by BSI, ensuring peace of mind for all.

See our teams in action in one of our high-tech garages.

Our Values

win together

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.

be yourself

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.

own it

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.

speak up

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.

Kavan, DLG Auto Services Apprentice

At DLG, development is everything. Our people make the wheels turn and keep us moving on an unstoppable trajectory.

Whether you’re just starting your career journey or looking to develop new skills our Apprenticeship opportunities may be the route for you.

Kavan joined DLG Auto services on one of our apprenticeships. As a Vehicle Damage Assessor apprentice, he has been given access to shaping our sustainable future while building skills for his career.

What Our Colleagues Say

“I returned to DLG after 17 years away and have been back for 4 weeks. Having spent most of my career at DLG, I knew what to expect. DLG treats you as a person, not just barcode, and the culture is fantastic. Everyone is friendly, and the benefits, including half-price pet insurance for my dog, are great! I highly recommend joining DLG; the excellent equipment makes the job easier and aids in your development.”
Panel Beater
“I joined DLG 2 months ago. I had been in automotive for a while and knew a few people who worked for DLG. They told me the business invested in their employees particularly in wellbeing and development. In the short time I have been at DLG I can see this is actually the case – you can see it in action. The company offers great career growth opportunities and a supportive culture that focuses on the customer – we support them through really stressful times and we always try to ensure the best outcome. Also, the benefits are great. You can put together your own package so it works for you. If you're considering joining just do it! You won’t regret it.”
Production Manager

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:

benefit icon

9% employer contributed pension

benefit icon

50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

benefit icon

Additional optional Health and Dental insurance

benefit icon

EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

benefit icon

Generous holidays

benefit icon

Income protection

benefit icon

Employee discounts and cashback

benefit icon

Plus many more

photographs of Direct Line Group Auto Services working on vehicles

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