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.
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best..
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, motivating and feedback.
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 background in motor claims with hands-on experience in understanding processes, regulations, and customer needs.
Leadership experience with the ability to inspire and develop a high-performing team.
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
Ways of Working: Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office.
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.
Hours: 37.5 hours (Monday to Friday 8am to 9pm, Saturday 9am to 5pm & Sunday 10am to 5pm – shifts will be within these hours)
#LI-Hybrid
#LI-CL2
Leeds, Glasgow
Working in our Customer Service, Sales and Claims teams means making sure sure our customers feel valued, understood and supported at every stage of their journey. Whether it’s home or motor plans, these teams do the demanding but rewarding job of making our customers’ experience a smooth and positive one.
Holidays
22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
Pension
Company contributions of 9% of your salary towards your pension
Income protection
Income protection on 50% of your salary for 5 years
Life assurance
Life assurance cover at four times your salary
Breakdown cover
Free Green Flag breakdown cover
Insurance
50% off Direct Line Group products in Motor, Home and Pet insurance when you’re named on the policy
Shopping
Discounts and cashback savings across hundreds of other well-known brands
Flexible benefits scheme
Adjust your income protection, life assurance, and benefits package through our flexible benefits scheme
Salary sacrifice
Salary sacrifice scheme for fully electric and plug-in hybrid cars, and for private dental and medical cover
Parental leave
Enhanced maternity, paternity, shared parental, and emergency dependant leave
Employee Assistance Programme
Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice
Mental health first aid
Trained mental health first aiders (MHFA) for support whenever you need it
Volunteering opportunities
Volunteering opportunities through our partnership with Neighbourly
Donation matching
Up to £50 a month to match any contributions you make to your local community
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