New Claims Handler

New Claims Handler

Bristol - Hybrid (1 day a week in the office)

Full Time, Permanent or 12 Month Secondment Position

Let’s be brilliant for our customers

Join our Legal Expenses team as a New Claims Handler, where you'll drive exceptional customer experiences, assess diverse claims, and play a key role in appointing legal representation, making a direct impact on our business success.

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.

Everyone deserves access to justice. That’s why, at DLG Legal Services, we’ve made it our mission to make quality legal services affordable and accessible. We tackle everything from inheritance, personal injury, and property claims to contract and insurance disputes, keeping our customers at the heart of everything we do.

What you'll be doing

Reporting directly to the Legal Expenses New Claims Team Leader, you'll assess and validate indemnity for new claims in accordance with the Legal Expenses policy. The types of claims our customers make range from personal injury following car accidents, disputes with employers or contractors, to neighbour disputes.

• Assess and process Legal Expenses Claims enquiries and act as the first point of contact for new and existing customers

• Speak to our customers about their new claim, specifically in relation to legal representation

• Help customers understand the next steps in their legal claim journey, relay meaningful regulatory notices, and provide decisions in writing

• Appoint legal representatives to act for our customers and collaborate closely with our preferred law firms

• Interact with other claims teams and business areas to progress claims or resolve customer concerns

• Provide an excellent customer experience throughout the claims process on both incoming and outgoing call

What we're looking for

• Excellent customer service skills

• Previous experience of dealing with customers by telephone

• High attention to detail

• Ability to organise and prioritise workloads

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

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings. Every person, team, Squad, Tribe and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

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:35 hours (Monday to Friday, 9am to 5pm)

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