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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 50% off insurance, generous holidays, and a hybrid work model.
- Why this job: Be part of a transformative team that values your skills and promotes work-life balance.
- Qualifications: Minimum 2 years of claims experience required; emotional intelligence and resilience are key.
- Other info: Training is 8 weeks in-office; flexible working options available.
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\’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
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 Direct Line Group's values and culture. During your interview, demonstrate how your personal values align with theirs, especially around customer-centricity and teamwork.
✨Tip Number 2
Prepare to discuss your previous claims experience in detail. Be ready to share specific examples of how you've handled complex claims situations and provided excellent customer service.
✨Tip Number 3
Showcase your emotional intelligence during the interview. Practice responding to hypothetical scenarios where you need to empathise with customers, as this is crucial for the role.
✨Tip Number 4
Research the hybrid working model at DLG. Be prepared to discuss how you can effectively balance remote and office work while maintaining productivity and collaboration with your team.
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 your relevant experience, especially your claims handling background. Emphasise any customer service roles and specific achievements that demonstrate your ability to manage home claims effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the challenges faced by customers in home claims. Use specific examples from your past experience to illustrate how you can provide empathetic support.
Highlight Emotional Intelligence: In your application, mention instances where you've demonstrated high emotional intelligence and resilience. This is crucial for the role, so provide examples of how you've successfully navigated complex situations with customers.
Showcase Technical Proficiency: Since the role requires comfort with data and technology, include any relevant technical skills or experiences in your application. Mention your familiarity with using PCs and any software tools you've used in previous roles.
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 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 and how they helped you in your work.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities and emotional intelligence. Practice responding to hypothetical situations related to customer claims to showcase your critical thinking and adaptability.
