Direct Line Motability Third Party Capture Handler

Liverpool - Hybrid (2 days a week in the office)

Full Time, Permanent Position

Direct Line 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 Direct Line 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

Reporting directly to the Claims Team Leader, you'll contact the innocent third party following a motor incident and support them in their time of need. In this role you’ll work hard to put things right by:

• Supporting a customer to get their vehicle back to its pre-accident condition
• Offer to have a customer’s vehicle repaired through our DLG Auto services centres
• Provide the option of free hire car
• Identify injuries caused by the incident and work with the Bodily Injury team if needed
• Handle and progress claims within your designated authority level, in line with the established standards, procedures and guidance

Respond to third-party queries and follow agreed processes, policies, and procedures to ensure the consistent achievement of customer service and satisfaction standards

Promptly refer claims that exceed personal authority limits to the appropriate channels following the agreed referral process

Manage interactions with third-party claimants, ensuring courteous and timely communication to deliver high levels of customer satisfaction

Coordinate the use of approved internal and external suppliers to facilitate the repair, replacement, and provision of suitable goods and services to third parties

Proactively develop your skills and knowledge, applying best practices, techniques, and tools, while embodying DLG Values to optimise your performance and leverage DLG's investment in your training and development

Comply with DLG's required standards of excellence, best practices, operational effectiveness, group, legal, and regulatory requirements

Provide telephony support to operational teams when appropriate

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

• Previous Sales experience
• Excellent internal and external stakeholder management abilities
• Proficiency in managing and prioritising a caseload
• Strong communication, negotiation and organisational skills
  
  

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 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 (Shifts between Monday to Friday, 8am to 7pm & Saturday, 9am to 1pm)

Closing Date: Monday 26 January