Home Recovery Handler
6 months ago
**Home Recovery Handler**:
**Leeds - Hybrid (2 days a week in the office)**
**Full Time, Permanent Position**
**Let’s be brilliant for our customers**
Join our Technical Property & Liability Claims team as a Home Recovery Handler, where you'll navigate the complexities of claims recovery with skill, ensuring optimal outcomes through proactive management, strategic negotiations, and exceptional customer service.
**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 Technical Property & Liability Team manager, you'll proactively manage your own portfolio of recovery claims based on good decision-making, appropriate use of suppliers and excellent negotiation skills. You'll manage our customers expectations throughout the recovery journey, building their understanding of prospects and potential outcomes to improve their experience and prevent complaint.
- Follow the appropriate process steps to pursue a recovery, engage and manage required suppliers and undertake negotiations where applicable to maximise our possible return
- Capture and record information correctly onto applicable systems, to ensure records correctly reflect the actions taken and recovery outcome
- Work collaboratively within the team, department and wider claims areas in achieve the best possible results
- Be a referral point for the Off-Shore Recovery Team
- Adhere to own handling authority level and the shortfall and abandonment guidelines and processes
- Identify, own and manage the risks involved in running our business appropriate to the role, following the Direct Line Group risk framework
- Embed and utilise CONNECT in all forms of communication
- Identify and escalate trends and opportunities that would improve the performance of the team
- Work flexibly within the wider Property & Liability department to respond to changes in business needs
**What we're looking for**:
- Home Claims experience including initiation, investigation, negotiation and settlement
- Internal and external stakeholder engagement and management capabilities
- Excellent customer service and interpersonal 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
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)
**Closing Date**: Friday 24 November
LI-Hybrid
LI-CL2
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