Direct Line Motability Claims Handler Liverpool – 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, where you'll be the driving force behind transforming customers' claims journeys, delivering solutions and satisfaction with every interaction. 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 into the Claims Team Leader, you'll help support our Customers and Third Parties/Claimants throughout their claims process, utilising established procedures and strategies to achieve optimal outcomes and settlements. Within your Claims Licence levels, you'll handle both injury and non-injury motor claims, primarily working from a desk and engaging with customers and claimants one-on-one. Your responsibilities will involve investigating policy and legal liabilities, making inquiries, and proactively coordinating with internal and external suppliers to ensure timely claims settlements. Building and maintaining relationships will be key, adapting your approach to suit individual needs while guiding them towards satisfactory resolutions. Additional duties include case management, allocation of reserves, responding to inquiries, providing telephony support to Operational Teams and adhering to standards, procedures, and regulatory requirements. Proactive skill development and adherence to DLG values will be essential for maximising performance and contributing to the company's success. What we’re looking for Proficiency in managing claims through the entire process, from initial reporting to resolution, including documentation, evaluation, and settlement Knowledge of insurance regulations, best practices, and legal requirements related to handling claims, including those involving fraud Proficiency in managing and prioritising a caseload, including allocating case reserves, following established standards and procedures 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: Friday 03 January LI-Hybrid LI-CL2