Customer Service Adviser- Home Claims

Direct Line; Glasgow; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading insurance provider in Glasgow seeks a Home Claims Handler to deliver exceptional customer support and manage home claims. The role requires a minimum of 2 years claims experience and offers a base salary starting from £24,570. The position promotes a hybrid working model, balancing office and remote work, with generous benefits that support work-life balance.

Benefits

9% employer contributed pension

50% off insurance products

Generous holidays

Employee discounts and cashback

Qualifications

• Minimum of 2 years claims experience in home claims.
• Ability to navigate complex technical scenarios.

Responsibilities

• Handle calls from customers and suppliers.
• Manage home claims and provide empathetic support.

Skills

Emotional intelligence

Resilience

Customer service

Job description

Overview

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

In the Home Claims Handler role, you’ll be passionate about providing customers with an expert and personal experience, making it clear the things they value are in safe hands at Direct Line Group.

For this role you will need a minimum of 2 years claims experience, preferably in home claims.

Our base salary starts from £24,570 (potential for higher salary for candidates with relevant experience)

Apply now for our 06th October 2025 start date. Full time 37.5 hours per week.

What You\'ll Be Doing

In this role, you’ll handle calls from customers and suppliers, address queries and finding tailored claims solutions to meet each customer’s unique needs. You\'ll manage home claims and guide customers through what can often be a stressful process, providing empathetic and professional support. You’ll work towards individual and team targets to help achieve shared goals.

Our Claims Teams Are Available

• Monday to Friday: 09:00 – 17:00
• Saturday: 09:00 – 14:00

You’ll work shifts within these hours, which we’ll discuss in more detail during your interview. Your training, which is 8 weeks full time in the office, will also be covered during the application process and will be office based.

What You\'ll Need

This is a fast-paced and demanding role, so we’re looking for individuals with high emotional intelligence, resilience, and the ability to navigate complex technical scenarios. If you’re enthusiastic, energetic, and enjoy working collaboratively, you’ll thrive in our exceptional Glasgow team—a team that truly reflects DLG’s values and culture.

We’re on a transformation journey to create The Contact Centre of the Future — a customer-centric, data-driven environment. You and your team will play a vital role in shaping this exciting future for our department.

You’ll need to be comfortable using a PC and have a strong appreciation for how data drives business decisions. We’ll equip you with a technology bundle tailored to support remote working—all you’ll need is a reliable internet connection and a quiet workspace.

Ways of Working

Our hybrid model offers a \'best of both worlds\' approach. The perfect blend between connection and flexibility combining the best parts of home and office working. When you\'ll be in the office depends on your role and team, but most colleagues will be required to spend 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 such excellent benefits designed to suit you as and when you need them:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Opportunity to apply to our customer service and data apprenticeship to develop skills for the future
• 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.

Visa information

This position does not meet the criteria for a Skilled Worker visa. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.