Technical & Large Loss Complaints Handler
Leeds - Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let's be brilliant for our customers
Join our Technical and Large Loss Complaints team as a Complaints Handler and become an integral part of a dedicated group of professionals committed to ensuring our customers receive a fair and efficient complaints resolution.
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 Disaster, Recovery & Restoration Team Manager within Technical and Large Loss, you'll play a crucial role in ensuring customer satisfaction by addressing complaints effectively and fairly. Your key responsibilities will involve handling complaints related to home and commercial products, maintaining communication with stakeholders, and striving to enhance our service standards while minimising complaints. This entails proactive complaint handling, maintaining comprehensive records, ensuring regulatory compliance, and actively participating in supplier engagements to resolve issues promptly. Additionally, you'll collaborate with various parties to understand the root cause of complaints and foster a culture of feedback-driven improvement within the team.
What we're looking for
Experience handling customer complaints within a home claims or technical and large loss environment
Analytical and problem-solving abilities, enabling you to perform root cause analysis effectively
Familiarity with compliance procedures and escalation protocols
Ability to work collaboratively with various stakeholders and lead supplier meetings
Empathy and customer-centric approach to investigate and resolve complaints
Familiarity with Treating Customers Fairly (TCF) principles and their implementation in claims handling
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
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 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: 35 hours (Monday to Friday)
Closing Date: Friday 10 May
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