Disaster Recovery and Restoration Claims Handler (Band 3)
Leeds- Hybrid working
Salary - up to £36,000
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
- To provide technical handling and oversight of claims requiring Disaster Recovery & Restoration (DRR) activity, controlling the incurred cost whilst delivering a great customer journey.
- Proactive management of own portfolio of Home domestic DRR claims.
- To oversee and control DRR activity and reinstatement through single party offline videos; Key focus on Cost , lifecycle and Customer service.
- Manage our Customers expectations throughout the claims journey.
- Collaborate with our supply chain to achieve the best claim solutions.
- To work in line with our values and behaviours
- To have a a real focus on growing your own technical knowledge required for managing DRR claims.
- Live video reviews and commercial work.
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
- To be able to manage a standard Home domestic DRR claim to settlement where a single party offline video has been captured in summary of the claim. Either under own authority if within handling authority or on referral if above.
- To be able to apply technical oversight around the required DRR activity, challenging the supplier where necessary.
- Accurately capture and record information correctly onto applicable systems, to ensure records correctly reflect the actions taken and recovery outcome.
- Work collaboratively within the team, department and wider claims areas in achieve the best possible results.
- Provide a key focus on supporting the teams inbound telephony demand.
- Act as eyes and ears when triaging cases filtering and identifying any improvement areas.
- Able to identify and refer Large Loss Claims (Apollo).
- Adhere to own handling authority level and refer anything that exceeds this.
- Identify, own and manage the risks involved in running our business appropriate to the role, in line with the Direct Line Group risk framework;
- Ability to identify and manage complaints (and issues) during informal period proactively and in accordance with best practice;
- Working towards BDMA Accreditation.
- Ensure that you maintain your own Tasks and Activities within service levels, whilst supporting to department and business achieve SLA’s.
- Coordination of Supplier Aged Debt activity for the department.
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 Direct Line. 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 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.
