Commercial Direct

7 months ago

Manchester, United Kingdom Direct Line Group Full time

**Commercial Direct - Formal Complaints Handler**

**Full Time / Permanent**

**Let’s be brilliant for our customers**

Join our Commercial Complaint Team as a Commercial Complaint Handler, where you'll drive resolution excellence. Take charge of end-to-end claims and complaints, identifying fraud, negotiating settlements, and ensuring compliance with regulatory guidelines.

**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**

You'll collaborate with key stakeholders to address multi-branded and multi-disciplined customer complaints within the Commercial Direct claims domain. Your responsibilities include managing and resolving FOS stage 1 & 2 complaints, incorporating FOS learnings to reduce referrals and upheld rates. Engaging with commercial business functions, you will influence improvements in the customer journey. Your role involves validating, investigating, negotiating, and settling multi-branded claims across Commercial Property, Liability, and Motor disciplines, overseeing the end-to-end process. Additionally, you will maintain accurate claim reserves, manage FCA formal complaints, prioritise caseloads, and act as an advisory and technical referral point. Proactively using feedback mechanisms, you will contribute to process improvements and mitigate risks, while fostering effective relationships with internal and external stakeholders. Your commitment to Treating Customers Fairly and continuous improvement will ensure the success of the business.

***

**What we're looking for**
- Previous Claims and/or Complaint Handling experience
- Experience managing own caseload of claims, from claims initiation and investigation through to claims negotiation & settlement is preferable
- Knowledge of insurance principles and practice along with fraud knowledge
- The desire to build strong and effective relationships with direct customers/brokers and stakeholders

**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

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings. Every person, team, Squad, Tribe and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

**Together, we’re one of a kind**

**Hours**:35 hours (Monday to Friday, 9am to 5pm)

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