Desk Based Claims Manager

Direct Line Insurance Group; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading insurance provider is seeking a Desk Based Claims Manager in Glasgow or Leeds. This full-time role involves leading a team focused on delivering excellent customer outcomes in property insurance claims. Candidates should have proven leadership skills, strong claims knowledge, and excellent communication abilities. The position offers a hybrid work model with excellent employee benefits including a pension scheme and substantial discounts on insurance services.

Benefits

9% employer contributed pension

Annual bonus up to 10%

50% off home, motor and pet insurance

Optional Health and Dental insurance

EV car scheme

Generous holidays

Buy-as-you-earn share scheme

Employee discounts and cashback

Qualifications

• Proven leadership and coaching experience in managing high-performing teams.
• Strong understanding of operational processes and product offerings.
• Ability to influence stakeholders effectively.

Responsibilities

• Lead and support a team managing end-to-end Home and Commercial claims.
• Deliver excellent customer outcomes ensuring governance requirements are upheld.
• Monitor repair progress and manage claim demand productivity.

Skills

Excellent communication skills

Proven leadership and people management

Strong claims knowledge

Analytical skills

Experience driving process improvements

Job description

Desk Based Claims Manager

Glasgow or Leeds - 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 Specialist Claims Operational Manager you’ll be a visible leader to your team of Desk Based Property Insurance Advisors (DBPIAs) spending two days a week in our Glasgow or Leeds office (with Wednesday as our anchor day). You’ll also occasionally travel between both sites as needed.

With a strong focus on operational oversight you’ll deliver excellent customer outcomes while ensuring targets are met and governance requirements are upheld.

In this role you’ll:

• Lead and support a team of DBPIAs managing end-to-end Home and Commercial claims.
• Provide leadership and guidance to Home Resolution Operations Team Leaders empowering them to manage claims effectively.
• Identify and promote best practices driving continuous improvement for customers, suppliers and the business.
• Apply your industry knowledge and regulatory expertise to assess and categorise risk accurately.
• Oversee customer conversations and remote assessments ensuring detailed reporting and clearly defined scopes of work.
• Maintain compliance with policy requirements and Health & Safety standards.
• Manage claim demand productivity and supplier instructions to deliver fair cost‑effective customer journeys.
• Monitor repair progress and ensure operational targets are consistently met.
• Capture and resolve customer concerns within policy guidelines.
• Drive governance and quality control by overseeing audits, feedback and completion of training modules.

What you’ll need

• Excellent communication skills with the ability to build strong relationships and influence stakeholders.
• Proven leadership and people management experience with a track record of coaching and developing high‑performing teams.
• Strong claims knowledge and a solid understanding of operational processes and products.
• Analytical skills including problem‑solving, reporting and presenting insights clearly.
• Experience driving process improvements and delivering good customer outcomes.

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
• Annual company bonus of up to 10%
• 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

Closing Date: Wednesday 15 October

Required Experience: Manager

Employment Type: Full-Time

Vacancy: 1