Dlm Resolution Claims Team Leader

7 months ago


Liverpool, United Kingdom Direct Line Group Full time

**Resolution Claims Team Leader**:
**Liverpool - Hybrid (2 day a week in the office)**:
**Full Time, 1x Permanent Position & 1x 12 Month Secondment Position**:
**Let’s make the most of your talent**:
Join us as a Resolution Claims Team Leader, where you'll lead a high-performing team to exceed operational targets, transform service standards, and drive changes for optimal efficiency and customer satisfaction.

**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.

We’ve now welcomed our new CEO, Adam Wilmslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.

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 Claims Unit Leader, you'll guide and develop a team of claims handlers to achieve operational claims targets, foster professional and technical growth, and enhance claims service standards. You'll address complex claims and process queries, collaborate with other team leaders to implement change and claims strategy, and closely monitor operational performance to take timely actions. You'll help to identify and implement innovative ways to improve performance, whilst ensuring compliance with DLM values, best practices, and regulatory requirements. You'll build and maintain positive relationships with stakeholders, particularly Motability Operations and your focus will extend to increasing customer satisfaction, improving process efficiency, controlling indemnity spend, and motivating the team to create a positive work environment.

**What we're looking for**:

- Previous experience working within Insurance Claims and an understanding of the end-to-end claims cycle
- Excellent problem-solving skills and the ability to resolve complex claims and process queries
- Innovation mindset, encouraging and supporting the identification and implementation of new and improved ways of working to enhance performance
- In-depth knowledge and adherence to DLM values, best practices, and regulatory requirements to ensure compliance
- Customer-centric approach, with a commitment to leading a team that consistently delivers brilliant service

**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, 9am to 5pm)

**Contact**:For further information, please contact** **Pauline Beckett or Shel Edwards

**Closing Date**: Tuesday 28 May

LI-Hybrid

LI-CL2


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