Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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: Training is 8 weeks in-office; apply now for a start date of 6th October 2025.
The predicted salary is between 24570 - 30000 £ per year.
Overview
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 The Contact Centre of the Future — 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.
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 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.
Visa information
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.
#J-18808-Ljbffr
Customer Service Adviser- Home Claims employer: Direct Line
Contact Detail:
Direct Line 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. Understanding the typical challenges customers face will help you demonstrate empathy and provide tailored solutions during your interview.
✨Tip Number 2
Showcase your emotional intelligence by preparing examples of how you've handled difficult customer interactions in the past. This will highlight your ability to remain calm and supportive under pressure, which is crucial for this role.
✨Tip Number 3
Research Direct Line Group's values and culture. Be ready to discuss how your personal values align with theirs, as cultural fit is important to them and can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with data-driven decision-making. Since the role involves navigating complex scenarios, demonstrating your comfort with using data to inform your actions will be beneficial.
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 in claims handling, especially in home claims. Use specific examples to demonstrate your skills and achievements that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle complex scenarios. Mention your emotional intelligence and resilience, as these are key traits for this role.
Highlight Relevant Skills: In your application, emphasise your technical skills, particularly your comfort with using PCs and data-driven decision-making. This will show that you are well-prepared for the hybrid working model.
Show Enthusiasm for the Company: Research Direct Line Group and express your enthusiasm for their transformation journey and commitment to customer-centric service. This will demonstrate your alignment with their values and culture.
How to prepare for a job interview at Direct Line
✨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 reassurance during the interview will show that you understand the importance of customer care in this role.
✨Highlight Your Claims 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 issues for customers, as this will be crucial for the role.
✨Demonstrate Technical Proficiency
Since the role requires comfort with data and technology, be ready to discuss your experience using various software and tools. Mention any relevant systems you've worked with and how you've used data to drive decisions in your past roles.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and emotional intelligence. Practice responding to hypothetical situations related to customer claims, focusing on how you would handle them with professionalism and care.