Desk Adjuster Claims Handler

Direct Line Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

Direct Line Group seeks a Desk Adjuster Claims Handler for a hybrid position in Manchester. This role encompasses managing direct claims, ensuring compliance with policies, and delivering top-notch customer service. Join a forward-thinking company that values diversity and offers benefits to enhance your work-life balance.

Benefits

22 days holiday allowance

50% off home, motor and pet insurance

Free travel insurance and Green Flag breakdown cover

EV car scheme

Buy as you earn share scheme

Employee discounts and cashback

Qualifications

• Knowledge of Home and Commercial property insurance claims.
• Understanding of building and contents claims, including repair methods and quantum assessment.
• Experience using digital tools and platforms to assess evidence and scope repairs.

Responsibilities

• Handle low complexity Home & Commercial Direct claims using digital evidence.
• Take ownership of claims up to £25,000 (Home) and £10,000 (Commercial) from cradle to grave.
• Manage inbound hunt group calls and assist with informal complaint resolution.

Skills

Negotiation

Communication

Knowledge of insurance claims

Digital tools proficiency

Job description

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Client:

Direct Line Group

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b4c5e74e2a7a

Job Views:

4

Posted:

12.07.2025

Expiry Date:

26.08.2025

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Job Description:

Desk Adjuster Claims Handler

Glasgow, Leeds or Manchester - Hybrid (2 days a week in the office)

Full Time, Permanent Position

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.

What you'll be doing

Reporting directly to the Property Insurance Area Manager, you'll:

Handle low complexity Home & Commercial Direct claims using digital evidence, including photos and videos

Take ownership of claims up to £25,000 (Home) and £10,000 (Commercial) from cradle to grave

Use CoreLogic to scope repairs and facilitate settlement negotiations

Deliver outstanding customer service, contributing to class-leading Net Promoter Scores

Review and assess claims through an online portal, occasionally covering the portal master role

Support the wider team during surge events and help Field Insurance Adjusters with appointment bookings

Manage inbound hunt group calls and assist with informal complaint resolution

Ensure compliance with policy cover, indemnity, reserving, and GDPR requirements

Identify the best settlement solution for customers, using our supply chain where suitable

Act as a technical point of contact for scope changes and variations in rectification works

Proactively manage supplier-led claims and support subrogated recovery investigations

Work collaboratively with other Operational areas, providing guidance to office-based claim handlers

Support Customer Relations to aid complaint resolution when required

Contribute to business performance by meeting key metrics and identifying claim risks

Build and maintain your technical capability while supporting our vision of personal, inclusive insurance

Uphold Consumer Duty principles and help create a force for good within insurance

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

Knowledge of Home and Commercial property insurance claims

Understanding of building and contents claims, including repair methods and quantum assessment

Experience using digital tools and platforms to assess evidence and scope repairs

Excellent negotiation and communication skills to reach fair settlement outcomes

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:

22 days holiday allowance (plus the option to buy or sell up to 5 days each year)

50% off home, motor and pet insurance, plus free travel insurance and 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.