Private Insurance Home Claims Handler

7 months ago

Leeds, United Kingdom Direct Line Group Full time

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.

A fantastic new opportunity has arisen within the Private Insurance Claims Department for a Home Claims Handler When a high net worth customer’s vehicle, home, possessions or other important parts of their life have been compromised, it’s you they’ll speak to. It’s you who’ll handle their insurance claim, resolve any issues, listen out for all-important details and be see their claims journey through end-to-end. It’s also you who’ll keep them up-to-date throughout the whole claim to drive client satisfaction.

Our training will give you guidance. Our systems will lead you through the process. But it’ll be your personality and life experience that makes all the difference. You’ll use your ear for detail to establish the full story behind the claim. Then you’ll use your contacts - suppliers, investigators, colleagues - to help put things right.

**What you'll be doing**:

- Deliver a great customer experience to high net worth clients by having great conversations and proactively managing your claim portfolio from cradle to grave
- Manage a case load of home claims to it’s earliest and most cost-effective settlement possible
- Ultimately manage a portfolio of all products, not just home
- Take new and existing calls on all products
- Handle claims appropriately as set out in the Claims Progression Plan and Claims Manual

**What you'll need**:

- Home claims handling experience
- Helpfulness and a passion for customer service, using your excellent communication skills to drive great customer service and support our NPS results
- Empathy and understanding to deal with distressing situations to find the right solutions for our clients and provide reassurance throughout the lifecycle of the claim
- Good organisational ability to manage a portfolio of cases to a high standard
- Must have the ability and desire to manage a complaint to fruition, including having difficult conversations.
- Experience within the high networth sector is preferred but not essential

**Ways of Working**:
Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.

This role will be based out of our Leeds Wharf office and you'll need to be able to come into the office twice a week.

**Hours**:37.5 hours per week, Monday - Friday between 8am and 6pm. Saturday on rotation 9-12:30pm.

**Benefits**:
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. Our core benefits include:

- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- You begin with 22 days of holiday entitlement (excluding bank holidays). For every year you complete a full years' service by April 1st, you accrue an additional day - with a max of 25 days. Plus you have the option to buy or sell up to 5 days each year
- 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

**Being yourself**:
**Together we’re one of a kind.**

LI-Hybrid

LI-BB1

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