Credit Hire Claims Handler
Birmingham - Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let's be brilliant for our customers
Join us as a Credit Hire Claims Handler, where you'll be the driving force behind seamless claim resolutions, empowering customers and shaping industry standards with every decision.
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.
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 to the Credit Hire Teams Leader, you'll proactively manage credit hire, repair, and liability within established guidelines and timelines. This involves accurate and relevant data capture to facilitate claim investigation and settlement, ensuring seamless handover to other departments. Your responsibilities include validating policy coverage, identifying potential fraud, and verifying liability assessments to meet customer expectations. You'll also focus on revenue generation and cost control through efficient claim settlement negotiations. Effective follow-up activities, such as investigation and negotiation, will guide decision-making on claim routing. Upholding the principles of Treating Customers Fairly, you'll prioritise customer experience and handle complaints professionally. Communication with customers, third parties, and colleagues will be crucial in maintaining successful relationships and achieving favourable outcomes. Adherence to internal and external policies, procedures, and risk management frameworks is paramount, as is continuous self-development to enhance personal contribution within the Claims operating model.
What we're looking for
Previous experience in the Insurance industry, including Credit Hire or Motor Claims
Strong skills in claims management, including investigation, negotiation, and settlement
The ability to prioritise workload and the importance and urgency to work to tight deadlines
Excellent telephone manner and a passion for customer service
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: 37.5 hours (Monday to Friday, 9am to 5pm)
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