New Claims Co-ordinator - Legal Expenses

About Us

Speed, simplicity, and a common-sense human touch. It’s what we do. And we do it well. We connect our customers with the very best in home, pet, travel, life, over 50s life, cycling, and SELECT Premier insurance – anytime, from anywhere. We’ve been changing the game for insurance since 1985. And with several of the UK’s most trusted brands under our wing, we’ve developed a reputation as one of the UK’s most trusted insurance businesses.

We currently have an exciting new opportunity to join our Legal Expenses team as a New Claims Coordinator. This is a full-time position offered on 12 Months Fixed Terms Contract based, that will be based from our Bristol office (hybrid working).

The role

Our Legal Expenses policies give our customers protection when they need to take legal action against someone, in order to get compensation or other legal remedy. The types of claims our customers make range from personal injury following car accidents, disputes with employers or contractors, to neighbour disputes.

Our role in the New Claims Team is to contact our customers by phone and by letter, to discuss the decision made on their new claim enquiry. We'll also discuss legal representation with them and send their details to solicitors. We give an excellent experience to our customers at a time when they are often in a difficult or sensitive situation.

What you'll be doing

• Assessing and processing legal expenses claims enquiries and acting as the first point of contact for new and existing customers

• Speaking with our customers about their new claim, specifically in relation to appointing legal representatives to act for them

• Helping customers understand the next steps in their legal claim journey and relaying meaningful regulatory notices, and providing decisions in writing

• Appointing legal representatives to act for our customers and collaborating closely with our preferred law firms

• Interacting with our other technical claims handling teams and business areas to progress claims or resolve customer concerns

• Providing an excellent customer experience throughout the claims process on both incoming and outgoing calls

What we’re looking for

• Excellent customer service skills

• Previous experience in a customer facing environment would be desirable

• High attention to detail

• Ability to organise and prioritise workloads

What we’ll give you
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:

9% Private Pension

50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

Additional optional Health and Dental insurance

EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

Generous holiday allowance

Buy as you earn share scheme

Employee discounts and cashback

Plus many more

Life at Direct Line Group

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Location: Bristol

Remote Working: 2 days in the office

Contract: 12 Months FTC/Secondment

#LI-PK1 #Hybrid