Skip to main content
smiling DLG employee

Field Loss Adjuster - Cambridge Area

Req ID:
R-18187
Category:
Claims
Location:
London; Remote
Apply

Field Loss Adjuster

Cambridge Area

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Field Loss Adjuster, shaping exceptional customer experiences and driving success in Home, SME & Commercial claims, and visiting customers where additional support is required, including vulnerable customers and other ad-hoc visits in your designated area.

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.

We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.

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.

What you'll be doing

Reporting directly to the Field Manager, you'll be overseeing Home, SME, and Commercial claims, conducting on-site customer visits, and evaluating digital evidence. You'll play a crucial role in supporting Public Relations opportunities linked to Surge Events and DLG responses for affected insured properties. Your dedication to exceptional customer service will reflect in outstanding Net Promoter Scores. Responsibilities also include surpassing key business metrics, managing and owning Home and Commercial claims, potentially retaining claims exceeding Delegated Authority, and identifying optimal claims settlement solutions. Compliance with company rules, collaboration with Disaster, Recovery and Restoration teams, and providing support for customer relations are also integral to the role. Additionally, you'll handle complaints, facilitate resolution, provide technical referrals, support subrogated recovery elements, and maintain relationships with operational areas. You will emphasise adhering to Consumer Duty principles, self-development, and managing business risks within the DLG risk framework.

What we're looking for

  • Proven experience in the insurance industry, preferably in a field based role

  • Knowledge of insurance policies, coverage limits, and claims processes

  • An understanding of current construction methodology

  • Located in and/or around the Cambridge area, as this is where your customers will be based and your on-site visits will take place

  • Valid driver's license and willingness to travel to various locations

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

  • Annual company bonus of up to 10%

  • Company car

  • 25 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

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)

#LI-Hybrid

#LI-CL2

Apply
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:

benefit icon

9% employer contributed pension

benefit icon

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

benefit icon

Additional optional Health and Dental insurance

benefit icon

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

benefit icon

Generous holidays including the option to buy or sell days

benefit icon

Buy as you earn share scheme

benefit icon

Employee discounts and cashback

benefit icon

Plus many more

photographs of Direct Line Group Auto Services working on vehicles

Sign up for job alerts

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.

Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

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.