Technical & Large Loss Complaints Handler

6 months ago

Leeds, United Kingdom Direct Line Group Full time

**Technical & Large Loss Complaints Handler**:
**Leeds - Hybrid (2 days a week in the office)**:
**Full Time, Permanent Position**:
**Let’s be brilliant for our customers**:
Join our Technical and Large Loss Complaints team as a Complaints Handler and become an integral part of a dedicated group of professionals committed to ensuring our customers receive a fair and efficient complaints resolution.

**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 Disaster, Recovery & Restoration Team Manager within Technical and Large Loss, you'll play a crucial role in ensuring customer satisfaction by addressing complaints effectively and fairly. Your key responsibilities will involve handling complaints related to home and commercial products, maintaining communication with stakeholders, and striving to enhance our service standards while minimising complaints. This entails proactive complaint handling, maintaining comprehensive records, ensuring regulatory compliance, and actively participating in supplier engagements to resolve issues promptly. Additionally, you'll collaborate with various parties to understand the root cause of complaints and foster a culture of feedback-driven improvement within the team.

**What we're looking for**:

- Experience handling customer complaints within a home claims or technical and large loss environment
- Analytical and problem-solving abilities, enabling you to perform root cause analysis effectively
- Familiarity with compliance procedures and escalation protocols
- Ability to work collaboratively with various stakeholders and lead supplier meetings
- Empathy and customer-centric approach to investigate and resolve complaints
- Familiarity with Treating Customers Fairly (TCF) principles and their implementation in claims handling

**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
- Annual company bonus of up to 10%
- 25 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.

Read our flexible working approach here

**Together, we’re one of a kind**:***

**Hours**:35 hours (Monday to Friday)

**Closing Date**:Friday 10 May

LI-Hybrid

LI-CL2

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