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- Tasks: Handle customer calls, address queries, and provide tailored claims solutions.
- Company: Join Direct Line Group, a leader in customer-centric insurance solutions.
- Benefits: Enjoy a hybrid work model, generous holidays, and employee discounts.
- Why this job: Be part of a transformative team that values your skills and promotes personal growth.
- Qualifications: Minimum 2 years of home claims experience required; emotional intelligence is key.
- Other info: Diversity is celebrated here; we support everyone to thrive in their unique ways.
The predicted salary is between 19500 - 27500 £ per year.
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you will have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.
In the Home Claims Handler role, you will 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 will be doing:
- Handle calls from customers and suppliers, address queries and find tailored claims solutions to meet each customer’s unique needs.
- Manage home claims and guide customers through what can often be a stressful process, providing empathetic and professional support.
- 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 will work shifts within these hours, which we will discuss in more detail during your interview. Your training, which is 8 weeks full time in the office, will also be covered during the application process and will be office based.
What you will need:
This is a fast-paced and demanding role, so we are looking for individuals with high emotional intelligence, resilience, and the ability to navigate complex technical scenarios. If you are enthusiastic, energetic, and enjoy working collaboratively, you will 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 claims experience.
We are 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 will need to be comfortable using a PC and have a strong appreciation for how data drives business decisions. We will equip you with a technology bundle tailored to support remote working - all you will 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 will 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.
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
We want everyone to get the most out of their time at DLG. Which is why we have looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best - whatever that looks like - and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They are about recognising who you are and the life you live.
Be 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 are 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 are 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.
Customer Service Adviser- Home Claims employer: Direct Line Group
Contact Detail:
Direct Line Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser- Home Claims
✨Tip Number 1
Familiarise yourself with the home claims process and common customer queries. Understanding the typical challenges customers face will help you demonstrate your empathy and problem-solving skills during the interview.
✨Tip Number 2
Showcase your emotional intelligence by preparing examples of how you've handled difficult customer interactions in the past. This will highlight your ability to remain calm and supportive under pressure, which is crucial for this role.
✨Tip Number 3
Research Direct Line Group's values and culture. Be ready to discuss how your personal values align with theirs, as they are looking for candidates who will thrive in their collaborative and customer-centric environment.
✨Tip Number 4
Prepare to discuss your experience with data-driven decision-making. Since the role involves using data to improve customer service, being able to articulate how you've used data in previous roles will set you apart from other candidates.
We think you need these skills to ace Customer Service Adviser- Home Claims
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in home claims and customer service. Use specific examples that demonstrate your emotional intelligence and resilience, as these are key traits for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent customer service. Mention how your skills align with DLG's values and culture, and express your enthusiasm for being part of their transformation journey.
Highlight Relevant Experience: In your application, emphasise your minimum of 2 years' experience in home claims. Detail your ability to navigate complex scenarios and provide tailored solutions, as this will resonate well with the hiring team.
Prepare for the Interview: Research DLG and their approach to customer service. Be ready to discuss how you would handle stressful situations and provide empathetic support to customers, as these are crucial aspects of the role.
How to prepare for a job interview at Direct Line Group
✨Show Your Empathy
As a Customer Service Adviser, you'll be dealing with customers who may be stressed or upset. Demonstrating your ability to empathise and provide reassurance during the interview will show that you understand the importance of customer care in this role.
✨Highlight Relevant Experience
Make sure to discuss your previous home claims experience in detail. Share specific examples of how you've successfully handled claims and resolved customer issues, as this will directly relate to what the company is looking for.
✨Demonstrate Technical Proficiency
Since the role requires comfort with PCs and data-driven decision-making, be prepared to discuss your technical skills. Mention any relevant software or systems you've used in past roles, and how you've leveraged data to improve customer service.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific customer scenarios. Practise answering questions that require you to demonstrate your problem-solving skills and emotional intelligence, as these are key traits for success in this position.
