Direct Line Motability Third Party Capture Handler

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Direct Line Motability Third Party Capture Handler

Apply locations Liverpool time type Full time posted on Posted Yesterday time left to apply End Date: March 29, 2025 (12 days left to apply) job requisition id R-19010

Direct Line Motability Third Party Capture Handler

Liverpool – Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Motability Third Party Capture Handler, where you\’ll be at the forefront of claims resolution, ensuring great third-party outcome, and protecting business interests.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you’ll be doing

Reporting directly to the Claims Team Leader, you\’ll contact the innocent third party following a motor incident and support them in their time of need. In this role you’ll work hard to put things right by:

• Supporting a customer to get their vehicle back to its pre-accident condition
• Offer to have a customer’s vehicle repaired through our DLG Auto services centres
• Provide the option of free hire car
• Identify injuries caused by the incident and work with the Bodily Injury team if needed
• Handle and progress claims within your designated authority level, in line with the established standards, procedures and guidance
• Respond to third-party queries and follow agreed processes, policies, and procedures to ensure the consistent achievement of customer service and satisfaction standards
• Promptly refer claims that exceed personal authority limits to the appropriate channels following the agreed referral process
• Manage interactions with third-party claimants, ensuring courteous and timely communication to deliver high levels of customer satisfaction
• Coordinate the use of approved internal and external suppliers to facilitate the repair, replacement, and provision of suitable goods and services to third parties
• Proactively develop your skills and knowledge, applying best practices, techniques, and tools, while embodying DLG Values to optimise your performance and leverage DLG\’s investment in your training and development
• Comply with DLG\’s required standards of excellence, best practices, operational effectiveness, group, legal, and regulatory requirements
• Provide telephony support to operational teams when appropriate

What we’re looking for

• Previous Sales experience
• Excellent internal and external stakeholder management abilities
• Proficiency in managing and prioritising a caseload
• Strong communication, negotiation and organisational skills

What we offer in return

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• Generous 9% employer pension contribution
• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance
• Free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Plus, many more

Ways of Working

Our hybrid model way of working offers a \’best of both worlds\’ approach combining the best parts of home and office-working, offering flexibility for everyone. When you\’ll be in the office depends on your role, but most colleagues are in 2 days a week, and we\’ll consider the flexible working options that work best for you.

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com

Together, we’re one of a kind

Hours: 35 hours (Shifts between Monday to Friday, 8am to 7pm & Saturday, 9am to 1pm)

Closing Date: Friday 28 March

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