Motor Claims Response Team Leader

Join us as a Motor Claims Response Team Leader, where you'll inspire your team, drive excellence, and shape solutions that truly make a difference for our customers and business.

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.

Reporting directly to the Customer Experience Manager, you'll:

• Inspire and guide your team to reach their full potential through coaching, feedback, and motivation.
• Lead by example, setting the standard for behaviour and performance.
• Use data to understand team performance, taking immediate action where needed.
• Drive a culture of continuous improvement by solving problems and sharing best practices.
• Support team members in achieving performance metrics and measures.
• Ensure compliance with internal and external policies, procedures, and guidelines to deliver accurate results.
• Manage costs following business targets and look for opportunities to reduce waste.
• Support personal and team growth by overseeing development and promoting progression opportunities.
• Identify and manage risks according to DLG's group risk framework.
• Recognise and reward team successes to guide a positive and engaged culture.
• Prioritise wellbeing by checking in with your team.
• Recruit and retain talent, supporting succession planning and development.

• A strong background in claims or insurance, with hands-on experience in understanding processes, regulations, and customer needs.
• Proven leadership skills with the ability to inspire and develop a high-performing team.
• A continuous improvement mindset, encouraging problem-solving and sharing best practices.
• Talent management experience, including recruiting, retaining, and developing people.
• A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business.

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

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com

Hours: 37.5 hours (Monday to Friday 8am to 9pm, Saturday 9am to 5pm & Sunday 10am to 5pm - shifts will be within these hours)

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