Complaint Handler

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.

Helping our customers carry on with their lives, putting things right when they’ve gone wrong as quickly as possible, is our priority in customer Relations.  As a case handler, you’ll own the problem and use your analytical skills to investigate and gather evidence on what’s happened.  Speaking up and asking questions, whilst remaining impartial, will help you determine what the right resolution is.  And doing all of this, in an efficient and prompt way, within regulatory guidelines, will help get things back on track for our customers.  

Winning together to deliver great outcomes for our customers is just as important, so you’ll also provide feedback, support and guidance to our frontline business and associated service providers that help them identify where our overall customer experience with DLG can be improved.

This is an exciting opportunity for 3 Commercial Claims Handlers to deal with commercial property complaints and 10 Customer Relations Handlers dealing with motor and home claims complaints.

This is a hybrid role with two working days a week from ourBristol, Doncaster, Glasgow or Leeds office.

What you'll be doing:

• Achieve good outcomes for your customers that are right first time, whilst adhering to all FCA Consumer Duty and regulatory requirements, and ensure that these are in line with DLG assurance handling requirements

• Take the initiative by being relentless in solving problems, making thorough investigations including understanding the customer impact and any vulnerability, to support you making informed decisions on what is right for both the customer and the company

• Follow our problem handling standards including evidencing and record keeping ensuring all complaint files are consistent, clear and easy to understand the story, for any reader, internal and external

• Achieve efficiency in complaint handling and prompt customer resolutions by adhering to the structured day and task management process and customer contact guidelines

• Ensure you keep your product knowledge up to date through effective use and review of policies, processes, and tools available to you

• Apply a connected approach helping you deliver an excellent customer journey, remembering complaints is an opportunity to win back a customer trust  

• Provide appropriate and effective feedback, both positive and developmental, to help improve frontline business and associated service providers complaint-handling

• Achieve and maintain the required level of performance against KPI minimum standards

• Strive for favourable FOS upheld rates, while reviewing your own and the wider department’s decisions, whether overturned or upheld, to apply learnings to future cases

• Feel confident and empowered to be a part of the DLG’s future and understand how you contribute to our success

What we're looking for:

• Previous experience in handling complaints within the financial services industry, ideally commercial claims, or motor and home claims with a good understanding of complaint handling regulatory requirements

• A passion for delivering an excellent customer experience and confident in dealing with customers directly

• An inquisitive mindset, with strong analytical and problem-solving skills, and the ability to impartially review complaints, and make decisions that ensure a fair outcome for customers

• Be able to liaise between our multiple business areas and service providers confidently, to influence people and situations to achieve fair outcomes

• Excellent listening and empathy skills as well as written and verbal communication abilities,

• Effectively manage a caseload of customer complaints, being able to plan, prioritise and achieve deadlines

• Ability to self-manage, motivate, and work on your own initiative 

Shifts: 9am - 5pm Monday to Friday 

Closing date: 5th December

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.

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

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