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For Companies At a Glance
- Tasks: Handle customer complaints and ensure fair treatment while meeting deadlines.
- Company: Join Direct Line Group, a leading insurance provider focused on customer satisfaction.
- Benefits: Enjoy hybrid work, annual bonuses, discounts, and a supportive work-life balance.
- Why this job: Be part of a diverse team that values your skills and encourages personal growth.
- Qualifications: Home claims experience is essential; training provided for the right candidate.
- Other info: Flexible working options and a commitment to inclusivity make this a great workplace.
The predicted salary is between 36000 - 60000 £ per year.
Senior Customer Relations Handler – Home Large & Complex Loss
Glasgow – Hybrid (at least 50% office-based)
Full Time, Permanent Position
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.
What you\’ll be doing
Reporting directly to the Home Large & Complex Loss Team Manager, you\’ll
Ensure customers are treated fairly and their concerns are addressed efficiently.
Proactively handle complaints, meeting all complaint-related deadlines and keeping customers informed.
Update the complaints spreadsheet daily, tracking all activities and status changes related to complaints.
Ensure compliance with regulatory and DLG requirements for each complaint, conducting audits and ad hoc reviews.
Participate in supplier meetings, articulating issues, resolving them, and documenting meeting agendas, minutes, and action items.
Use the escalation log to highlight cases where suppliers are unresponsive, collaborating with claims handlers to address potential issues.
Collaborate with suppliers, solicitors, engineers, and customers to understand complaints and determine root causes.
Encourage colleagues to complete feedback forms on technical handler issues, supporting improvements in customer service.
Our hybrid model offers a \’best of both worlds\’ approach. When you\’ll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.
What you’ll need
Home claims experience is essential with subsidence and large loss knowledge preferred, however full training will be given.
Excellent written and verbal communication skills required.
Knowledge of managing FOS complaints including a good understanding of the FOS processes and procedures.
Must be able to work well within a team as well as on their own initiative, whilst proactively managing own portfolio of complaints.
Benefits
We recognise we wouldn\’t be where we are today without our colleagues, that\’s why we offer excellent benefits designed to suit your lifestyle:
9% employer contributed pension
Annual company bonus of up to 10%
50% off home, motor and pet insurance, plus Green Flag breakdown cover
Additional optional Health and Dental insurance
EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
Generous holidays
Buy as you earn share scheme
Employee discounts and cashback
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.
Hours: 35 hours
#LI-Hybrid
#LI-CL2
Senior Customer Relations Handler – Home Large & Complex Loss employer: Direct Line Group
Contact Detail:
Direct Line Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Relations Handler – Home Large & Complex Loss
✨Tip Number 1
Familiarise yourself with the specific complaints handling processes and regulations relevant to the insurance industry. Understanding the nuances of FOS complaints will give you an edge in discussions and demonstrate your commitment to compliance.
✨Tip Number 2
Network with current or former employees of Direct Line Group, especially those in customer relations roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully managed complex customer complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your problem-solving skills and ability to work under pressure.
✨Tip Number 4
Stay updated on industry trends and challenges related to home insurance claims, particularly large losses and subsidence. This knowledge will not only impress your interviewers but also show that you're proactive and genuinely interested in the role.
We think you need these skills to ace Senior Customer Relations Handler – Home Large & Complex Loss
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in home claims, particularly with subsidence and large loss. Use specific examples that demonstrate your ability to handle complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your excellent written communication skills. Explain why you are passionate about customer relations and how your background aligns with the role's requirements.
Highlight Relevant Skills: In your application, emphasise your knowledge of managing FOS complaints and your understanding of the processes involved. This will show that you are well-prepared for the challenges of the position.
Showcase Teamwork and Initiative: Provide examples in your application that illustrate your ability to work both independently and as part of a team. Mention any experiences where you proactively managed a portfolio of complaints or collaborated with others to resolve issues.
How to prepare for a job interview at Direct Line Group
✨Showcase Your Customer Service Skills
As a Senior Customer Relations Handler, your ability to handle complaints and ensure customer satisfaction is crucial. Prepare examples from your past experiences where you successfully resolved complex issues or improved customer relations.
✨Understand the Regulatory Framework
Familiarise yourself with the regulatory requirements and processes related to complaints management, especially those relevant to the Financial Ombudsman Service (FOS). Being able to discuss these in your interview will demonstrate your preparedness and knowledge of the industry.
✨Demonstrate Team Collaboration
This role requires working closely with various stakeholders, including suppliers and colleagues. Be ready to share instances where you effectively collaborated with others to resolve issues or improve processes, highlighting your teamwork skills.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle specific complaints or challenges in the role, and articulate your thought process clearly during the interview.
