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. We’ve now welcomed our new CEO, Adam Winslow, 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 Technical Property Team Manager, you’ll 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. 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 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 Together, we’re one of a kind Hours: 35 hours (Monday to Friday, 9am to 5pm) Closing Date: Wednesday 22 January LI-Hybrid LI-CL2