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Motor Damage File Handler

Req ID:
Legal & Secretariat

About us

At DLG Legal Services, our mission is to make law easy and accessible to everyone. As part of the Direct Line Group, we provide legal services to over 50,000 DLG customers each year. Customers can access our Legal Advice-Line team and our growing list of services includes personal injury, employment, property, inheritance, and contract litigation. We also support our parent group, litigating on their behalf.

We have several new and exciting Motor Damage File Handler opportunities available within our Bromley based team, offered on full time andpermanent basis.

The role

Reporting to a Team Leader, you will handle a caseload of non-injury litigated and non-litigated Claimant RTA matters. You will be representing DLG Legal Services in the conduct of client matters in providing legal advice and assistance in a professional manner, in accordance with internal procedures and acting as an ambassador to the organisation.

What you will be doing

Manage a client’s claim by continually using the firm’s technical process and accurately documenting each activity that has taken place and ensuring time is recorded accurately.

Ensure clients are provided the correct legal advice.  Where appropriate, managing clients’ expectations, explaining decisions and the steps in the claims process clearly and succinctly, and ensuring clients are always treated fairly .

Identify, own and manage the risks involved in running our business appropriate to the role, in line with the relevant risk framework and in compliance with all DLG Legal Services policies and procedures and the SRA Code of Conduct always.

Manage all client work allocated in accordance with the detailed procedures and quality standards contained in the firm’s manual and client protocol.

Manage cases efficiently and effectively.  Making sure that client work is progressed efficiently to meet departmental targets and Service Level Agreements and the client is kept proactively informed where appropriate.

Agreed levels of time recording must be achieved.  Incoming post should be reviewed daily and responded to promptly. 

Identify and appropriately investigate all conflicts, complaints and potential acts of negligence and ensure they are reported immediately to a team leader or member of the compliance team.

Identify the most effective means of communication and use clear and plain explanations and terms with a friendly, empathetic and reassuring attitude.

Demonstrate a highly professional manner and reflect the brand image and customer ethos of DLG Legal Services.

Work together with colleagues to build relationships with other departments and suppliers.

Support the strategic development of the department and firm by developing best practice and the client experience through continuous improvement initiatives.

What we are looking for

  • Claims Handler/Paralegal and/or working towards LPC

  • Previous experience of RTA claims handling within an insurance company or law firm environment.

  • Knowledge of Small Claims Court Track

  • Experience with a Case Management System

  • Ability to communicate efficiently with clients by telephone and written communication

  • Proven track record of achieving targets

  • Ability to work under pressure with attention to detail

Location: Bromley (BR1 1DP)

Home Working: Hybrid model (2 days in the office, 3 days from home)

Working hours: 35 hour per week (Monday - Friday)

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


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