Direct Line Motability Third Party Capture Handler

3 months ago


Liverpool, United Kingdom Direct Line Group Full time

**Direct Line Motability Third Party Capture Handler**

**Liverpool - Hybrid (currently 1 day a week in the office)**

**Full Time, Permanent Position**

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

Join us as a Motability Third Party Capture Handler, where you'll be at the forefront of claims resolution, ensuring great third-party outcome, and protecting business interests.

**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 Claims Team Leader, you'll contact the innocent third party following a motor incident and support them in their time of need. In this role you’ll work hard to put things right by:

- Supporting a customer to get their vehicle back to its pre-accident condition
- Offer to have a customer’s vehicle repaired through our DLG Auto services centres
- Provide the option of free hire car
- Identify injuries caused by the incident and work with the Bodily Injury team if needed
- Handle and progress claims within your designated authority level, in line with the established standards, procedures and guidance
- Respond to third-party queries and follow agreed processes, policies, and procedures to ensure the consistent achievement of customer service and satisfaction standards
- Promptly refer claims that exceed personal authority limits to the appropriate channels following the agreed referral process
- Manage interactions with third-party claimants, ensuring courteous and timely communication to deliver high levels of customer satisfaction
- Coordinate the use of approved internal and external suppliers to facilitate the repair, replacement, and provision of suitable goods and services to third parties
- Comply with DLG's required standards of excellence, best practices, operational effectiveness, group, legal, and regulatory requirements
- Provide telephony support to operational teams when appropriate

**What we’re looking for**:

- Previous Sales experience within Insurance
- Excellent internal and external stakeholder management abilities
- Proficiency in managing and prioritising a caseload
- Strong communication, negotiation and organisational 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 (Shifts between Monday to Friday, 8am to 7pm & Saturday, 9am to 1pm)

**Closing Date**:Wednesday 06 December

LI-Hybrid

LI-CL2



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