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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 9% pension contributions, discounts on insurance, and flexible hybrid working.
- Why this job: Be part of a transformative team shaping the future of customer service.
- Qualifications: Requires 2 years of claims experience, preferably in home claims.
- Other info: Diversity is celebrated here; we support everyone to thrive.
The predicted salary is between 20500 - 30000 £ 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’ll 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\’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.
Apply now for our 2026 start dates. Full time 37.5 hours per week.
What you\’ll be doing:
In this role, you’ll handle calls from customers regarding their home claims and guide them 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 Home Claims teams are available Monday – Friday 08:00 – 20.00 and Saturday 09:00 – 17:00. In these roles you\’ll work shifts across these days which we\’ll share more about, and your 6-8 weeks training, during your application.
What you\’ll need:
The roles are busy and challenging, bring your resilience, enthusiasm and energy and you’ll be right at home within our outstanding teams, whose culture embodies what DLG is all about.
We\’ll provide you with a technology bundle to suit your needs when working from home, so all you\’ll need is a good internet connection and a quiet space to work. We\’re on a transformation journey to The Contact Centre of the Future, which will be customer-centric and data-driven, therefore you\’ll be comfortable using a PC, and really enjoy and understand how data drives us forward as a business.
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 and free 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’ve 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’re about recognising who you are and the life you live.
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.
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Customer Service Adviser- Home Claims employer: Direct Line Group Careers
Contact Detail:
Direct Line Group Careers 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 concerns. This will help you demonstrate your knowledge during the interview and show that you're genuinely interested in providing excellent customer service.
✨Tip Number 2
Highlight your emotional intelligence and resilience in your conversations. Prepare examples of how you've handled difficult situations in the past, as this role requires a strong ability to empathise with customers.
✨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 team-oriented environment.
✨Tip Number 4
Prepare to discuss your experience with data-driven decision-making. Since the role involves using technology and data, showcasing your comfort with these tools can set you apart from other candidates.
We think you need these skills to ace Customer Service Adviser- Home Claims
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your 2 years of claims experience, particularly in home claims. Use specific examples from your past roles that demonstrate your ability to handle customer queries and provide tailored solutions.
Showcase Emotional Intelligence: In your application, illustrate your high emotional intelligence and resilience. Share anecdotes that reflect your ability to navigate complex situations and provide empathetic support to customers during stressful times.
Tailor Your CV and Cover Letter: Customise your CV and cover letter to align with the values and culture of Direct Line Group. Mention how your personal values resonate with their commitment to customer-centric service and teamwork.
Prepare for the Interview: While this is about the written application, it's essential to prepare for potential interview questions. Think about how you would discuss your experiences and how they relate to the role, especially regarding teamwork and achieving shared goals.
How to prepare for a job interview at Direct Line Group Careers
✨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 support 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 claims experience, especially in home claims. Be prepared to share specific examples of how you've successfully handled claims and resolved customer issues in the past.
✨Demonstrate Technical Proficiency
Since the role requires comfort with PCs and data-driven decision-making, be ready to talk about your technical skills. Mention any relevant software or systems you've used in previous roles to manage claims or customer interactions.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities and emotional intelligence. Practise responding to hypothetical situations where you need to balance customer needs with company policies.
