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Home Claims Handler, Private Insurance

Req ID:
R-17074
Category:
Claims
Location:
Leeds
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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.

A fantastic new opportunity has arisen within the Private Insurance Claims Department for a Home Claims Handler. When a high net worth customer’s vehicle, home, possessions or other important parts of their life have been compromised, it’s you they’ll speak to. It’s you who’ll handle their insurance claim, resolve any issues, listen out for all-important details and be see their claims journey through end-to-end. It’s also you who’ll keep them up-to-date throughout the whole claim to drive client satisfaction. Our training will give you guidance. Our systems will lead you through the process. But it’ll be your personality and life experience that makes all the difference.

Your case load with be Home claims however as a Claims Handler for Private Insurance our clients have a portfolio of products including Home, Motor, Pet and Travel therefore you also gain exposure to logging and dealing with claims for each of these products.  You’ll use your ear for detail to establish the full story behind the claim. Then you’ll use your contacts – suppliers, investigators, colleagues – to help put things right.

What you'll be doing:

  • Deliver a great customer experience to high net worth clients by having great conversations and proactively managing your claim portfolio from cradle to grave
  • Manage a case load of home claims to its earliest and most cost-effective settlement possible
  • Ultimately manage a portfolio of all products, not just home
  • Take new and existing calls on all products
  • Handle claims appropriately as set out in the Claims Progression Plan and Claims Manual

What you'll need:

  • Home claims handling experience
  • Helpfulness and a passion for customer service, using your excellent communication skills to drive great customer service and support our NPS results
  • Empathy and understanding to deal with distressing situations to find the right solutions for our clients and provide reassurance throughout the lifecycle of the claim
  • Must have the ability and desire to manage a complaint to fruition, including having difficult conversations

Ways of Working

This role is based out of our Leeds office. 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.

Hours: 37.5 hours per week, on rotation Monday - Friday 8am - 8pm, Saturday 9am - 5pm. No Sundays or Bank Holidays.

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 and have a strong focus on developing you and your skillset, including support to work towards CII qualifications. Our core benefits include:

  • 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
  • You begin with 22 days of holiday entitlement (excluding bank holidays). For every year you complete a full years' service by April 1st, you accrue an additional day – with a max of 25 days. Plus you have the option to buy or sell up to 5 days each year
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more!

Being yourself

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.

#LI-Hybrid

#LI-BB1

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Smiling DLG Customer Care worker

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.

Smiling DLG Auto Services worker

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.

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.”
Callum
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.”
Jennine
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:

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9% employer contributed pension

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

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Additional optional Health and Dental insurance

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Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future

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Generous holidays including the option to buy or sell days

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Buy as you earn share scheme

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Employee discounts and cashback

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Plus many more

photographs of Direct Line Group Auto Services working on vehicles

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