
Customer Service Adviser- Home Claims
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.
In the Customer Adviser role you'll be passionate about providing customers with an expert and personal experience, making it clear the things they value are in safe hands at Direct Line Group. Our base salary starts from £24,570 (potential for higher salary for candidates with relevant experience)
Apply now for our 2025 start dates. Full time 37.5 hours per week.
What you'll be doing:
In this role, you’ll handle calls from customers and suppliers, address queries and finding tailored claims solutions to meet each customer’s unique needs. You'll manage home claims and guide customers through what can often be a stressful process, providing empathetic and professional support. You’ll work towards individual and team targets to help achieve shared goals.
Our Claims teams are available:
Monday to Friday: 09:00 – 17:00
Saturday: 09:00 – 14:00
You’ll work shifts within these hours, which we’ll discuss in more detail during your interview. Your training, which lasts 6-8 weeks, will also be covered during the application process and will be office based.
What you'll need:
This is a fast-paced and demanding role, so we’re looking for individuals with high emotional intelligence, resilience, and the ability to navigate complex technical scenarios. If you’re enthusiastic, energetic, and enjoy working collaboratively, you’ll thrive in our exceptional Leeds team—a team that truly reflects DLG’s values and culture. You will need a minimum of 2 years home insurance experience.
We’re on a transformation journey to create The Contact Centre of the Future—a customer-centric, data-driven environment. You and your team will play a vital role in shaping this exciting future for our department.
You’ll need to be comfortable using a PC and have a strong appreciation for how data drives business decisions. We’ll equip you with a technology bundle tailored to support remote working—all you’ll need is a reliable internet connection and a quiet workspace.
Ways of Working
Our hybrid model offers a 'best of both worlds' approach. The perfect blend between connection and flexibility combining the best parts of home and office working. When you'll be in the office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office. For more information about our flexible working approach click here
Benefits
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% employer contributed pension
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Generous holidays
Buy as you earn share scheme
Employee discounts and cashback
Opportunity to apply to our customer service and data apprenticeship to develop skills for the future
Plus many more
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.
This position does not meet the criteria for a Skilled Worker visa. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.
#LI-Hybrid
#LI-NS1

Let’s Be Brilliant For Our Customers!
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
The Brands We Work With
Our Customer Service advisors support our customers with a wide range of products and services across some of the UKs well-known brands. As an advisor you may find yourself working across many of these brands including Direct Line, Direct Line for Business, Churchill and Green Flag. Other brands we have are Motability, Privilege, DLG Auto Services, DLG Legal Services and Darwin.

Our Values

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.

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.

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.

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.
Hiring Process
There’s no one quite like you. Together, we'll uncover your strengths using tailored strategies if needed. Let's bring out the best in you.
What Our Colleagues Say
“I thoroughly enjoy my role at Direct Line Group for a multitude of reasons. Firstly, the people I work with are incredibly supportive and collaborative, making it a pleasure to come to work every day. The company also provides abundant opportunities for professional growth and development, which keeps me motivated and engaged. Furthermore, I find great satisfaction in serving our diverse range of customers, knowing that I play a crucial part in meeting their needs. Overall, the dynamic work environment, the chance to learn and grow, and the meaningful connections with customers make my role at Direct Line Group truly fulfilling.”
Customer Service Advisor
“Following my probation, I would like to say I am really happy working for Direct Line Group. I pretty much like everything about the role, I feel needed and wanted by colleagues and customers. The values of the company are excellent for the customers. I like that the calls are somewhat repetitive, but still each call is still different as each customer is different. I find the Flex type tool was so helpful and I use it on every call. I hope to be able to develop throughout my career at Direct Line Group. I was a bit worried about the tech side of things to begin with and even though I am still not 100% but learning every day.”
Customer Service Advisor
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:

Can’t find the job you’re looking for? Register to be notified as soon as new jobs become available. Enter your email address. Choose the job category and/or enter a location that you’re interested in. And then click “Add” to add the criteria and “Sign Up” to create your job alert.