Claims Handler

Claims Handler

Manchester

Hybrid 50:50 Home / Office Split

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.

What you'll be doing
In this role, you will support our Landlord, Tradespeople and SME customers throughout the commercial property claims journey. From the moment a claim is logged through to final resolution, you’ll coordinate repairs or replacements, process settlements and ensure customers are kept fully informed every step of the way.

You’ll work proactively to minimise disruption to customers’ day‑to‑day operations, progressing claims efficiently, juggling multiple tasks at pace and navigating a range of digital systems.

Your key responsibilities will be:

• Supporting customers from first notification of loss through to settlement.

• Coordinating repairs, replacements or alternative solutions depending on the claim.

• Managing the full end‑to‑end claims process across commercial property portfolios.

• Maintaining regular, proactive communication with customers, suppliers and stakeholders.

• Minimising operational disruption by progressing claims efficiently and effectively.

• Using multiple digital systems to log updates, process claims and manage documentation.

• Ensuring all decisions align with regulatory requirements and Treating Customers Fairly principles.

What you'll need

• Excellent customer service experience, ideally within a fast‑paced environment.

• Experience with commercial property or claims handling is beneficial but not essential — full training will be provided.

• Ability to multitask, prioritise and manage a busy workload effectively.

• A collaborative mindset, with a willingness to learn and support colleagues.

• Strong customer focus, with a commitment to delivering high‑quality service.

• Confident digital skills, including the use of Microsoft products and other systems.

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.

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

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

• Additional optional Health and Dental insurance

• EV car scheme

• 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. That’s why we've looked beyond financial rewards to create an offer that supports your whole life — giving you real choice, flexibility and a healthy work‑life balance. Our benefits are about more than what 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. If you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.