Claims Handler - Disaster, Recovery & Restoration

Claims Handler - Disaster, Recovery & Restoration

Apply locations Leeds Glasgow time type Full time posted on Posted 4 Days Ago time left to apply End Date: January 23, 2025 (11 days left to apply) job requisition id R-18400

Claims Handler - Disaster, Recovery & Restoration

Leeds or Glasgow - Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Claims Handler within the Disaster, Recovery & Restoration (DR&R) team, where you'll lead the charge in managing Disaster, Recovery & Restoration claims, making a real impact on cost control, customer satisfaction, and redefining excellence in the claims journey.

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.

What you’ll be doing

• Proactively manage a portfolio of Home domestic Disaster, Recovery & Restoration (DR&R) claims.
• Oversee and control DR&R activities and reinstatement processes, focusing on cost management, lifecycle, and customer service.
• Collaborate with the supply chain to achieve optimal claim solutions and manage customer expectations throughout the claims journey.
• Accurately record claim information and maintain thorough documentation.
• Work collaboratively within the team to handle inbound telephony demand and provide support as needed.
• Identify and contribute to process improvement initiatives to enhance claims handling efficiency.
• Manage risks and adhere to handling authority levels to ensure compliance and effective claim resolution.
• Proactively handle customer complaints and ensure compliance with relevant frameworks and regulations.
• Maintain flexibility in working hours during surge and severe weather events to meet operational demands.
• Work towards BDMA Accreditation while ensuring tasks and activities are maintained within established service levels.

What we’re looking for

• A commitment to delivering exceptional customer service by managing customer expectations throughout the claims journey and ensuring a positive customer experience.
• Excellent verbal and written communication skills, with the ability to accurately record and communicate information using applicable systems.
• Demonstrated focus on growing technical expertise relevant to DR&R claims, staying informed about industry trends and best practices.
• Proven ability to work collaboratively within a team, department, and across wider claims areas to achieve collective goals.

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.

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.

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

Closing Date: Wednesday 22 January