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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.
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Client:
Direct Line Group
Location:
Glasgow, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
fd679a3d3355
Job Views:
21
Posted:
12.08.2025
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Job Description:
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.
For this role you will need a minimum of 2 years claims experience, preferably in home claims.
Our base salary starts from £24,570 (potential for higher salary for candidates with relevant experience)
Apply now for our 06th October 2025 start date. Full time 37.5 hours per week.
What you\’ll be doing:
In this role, you’ll handle calls from customers and suppliers,address queries and finding tailored claims solutions to meet each customer’s unique needs. You\’ll manage home claims and guide customers 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 Claims teams are available:
Monday to Friday: 09:00 – 17:00
Saturday: 09:00 – 14:00
You’ll work shifts within these hours, which we’ll 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\’ll need:
This is a fast-paced and demanding role, so we’re looking for individuals with high emotional intelligence, resilience, and the ability to navigate complex technical scenarios. If you’re enthusiastic, energetic, and enjoy working collaboratively, you’ll thrive in our exceptional Glasgow team—a team that truly reflects DLG’s values and culture.
We’re on a transformation journey to create —a customer-centric, data-driven environment. You and your team will play a vital role in shaping this exciting future for our department.
You’ll need to be comfortable using a PC and have a strong appreciation for how data drives business decisions. We’ll equip you with a technology bundle tailored to support remote working—all you’ll 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\’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.
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:
50% off home, motor and pet insurance plus 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.
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\’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
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.
