Internal Engineer

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

What You'll Be Doing:

The internal engineer role is a hybrid role with 50% of the time spent working from home and 50% spent in our Glasgow or Leeds or Birmingham offices, nearest one to your home location.

As part of DLG's overall Claims customer journey, the Internal Engineer will support our customers when their vehicle is involved in an insurance claim.

Our internal engineers provide both an inspection service and technical support to the claim's functions, inspecting all claimants' vehicles within agreed service level timeframes.

Delivery of financial performance, meeting business and customer expectations with focus on time, effort and quality.

Adhering to Motor Fulfilment best practice model, delivering success through achievement of personal objectives.

Taking referrals from the first line Claims department, they work to undertake a desktop engineering assessment service using images and a variety of engineering tools and information to agree repair methods and a way forwards to getting them back on the road as quickly and easily as possible. 

Key Accountabilities

Managing Customer Expectation

• Deliver an effortless customer experience through conversations with our customer delivering on agreed expectations across all Accidental Damage customer journeys.

• Create a customer focused culture that will support the delivery of our customer measures of Ease, Speed, Quality and Recommend. 

• Ensure customer service referrals are dealt with professionally and in a timely manner and recorded onto the complaints tracker accurately.

• Ensuring that the customer experience is at the heart of everything you do, treating customers fairly at all times and in line with the Direct Line Group values and strategy.

Management of Indemnity Spend

• Delivery of Repair cost in line with department targets 

• Support the delivery and management of Accidental Damage spend budget within inflation targets

Adherence to Direct Line Group Risk Framework

• Identify, own and manage the risks involved in running our business appropriate to your role, interacting with the appropriate internal and external contacts.

• Ensure opportunities and threats are managed proactively and in line with the Group Risk Framework minimum standards.

Key Competencies and skills

• ATA Qualification

• Familiar and proficient with estimating tools such as Audatex

• Strong verbal and written communication skills

• Highly developed telephone customer service communication skills

• Ability to effectively negotiate, persuade and influence

• Deliver difficult messages and remain resilient through tough challenge

• Understanding of claims processes and systems

• The ability to utilise multiple key systems and information sources to problem solve and drive decision making 

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension

• 50% off home, motor and pet insurance plus free Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme

• Generous holidays

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you

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