Desk Adjuster Claims Handler

Desk Adjuster Claims Handler

Glasgow, Leeds or Manchester – Hybrid (2 days a week in the office)

Full Time, Permanent Position

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

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What you'll be doing

Reporting directly to the Property Insurance Area Manager, you'll:

• Handle low complexity Home & Commercial Direct claims using digital evidence, including photos and videos

• Take ownership of claims up to £25,000 (Home) and £10,000 (Commercial) from cradle to grave

• Use CoreLogic to scope repairs and facilitate settlement negotiations

• Deliver outstanding customer service, contributing to class-leading Net Promoter Scores

• Review and assess claims through an online portal, occasionally covering the portal master role

• Support the wider team during surge events and help Field Insurance Adjusters with appointment bookings

• Manage inbound hunt group calls and assist with informal complaint resolution

• Ensure compliance with policy cover, indemnity, reserving, and GDPR requirements

• Identify the best settlement solution for customers, using our supply chain where suitable

• Act as a technical point of contact for scope changes and variations in rectification works

• Proactively manage supplier-led claims and support subrogated recovery investigations

• Work collaboratively with other Operational areas, providing guidance to office-based claim handlers

• Support Customer Relations to aid complaint resolution when required

• Contribute to business performance by meeting key metrics and identifying claim risks

• Build and maintain your technical capability while supporting our vision of personal, inclusive insurance

• Uphold Consumer Duty principles and help create a force for good within insurance

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.

What you'll need

• Knowledge of Home and Commercial property insurance claims

• Understanding of building and contents claims, including repair methods and quantum assessment

• Experience using digital tools and platforms to assess evidence and scope repairs

• Excellent negotiation and communication skills to reach fair settlement outcomes

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension

• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)

• 50% off home, motor and pet insurance, plus 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 holidays

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus, many more

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: 35 hours

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