Senior Customer Relations Handler – Home Large & Complex Loss

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

Job summary

A leading insurance provider in Glasgow is seeking an experienced Customer Complaints Handler. In this role, you will manage customer complaints, ensuring they are addressed efficiently while complying with regulatory requirements. The position offers a hybrid working model with excellent benefits, including a 9% employer-contributed pension and optional health and dental insurance.

Benefits

9% employer contributed pension

Annual company bonus of up to 10%

50% off home, motor, and pet insurance

Additional optional Health and Dental insurance

Generous holidays

Qualifications

• Home claims experience preferred, full training will be given.
• Excellent written and verbal communication skills required.
• Understanding of FOS processes and procedures.

Responsibilities

• Ensure customers are treated fairly and concerns are addressed efficiently.
• Handle complaints and track activities in a spreadsheet.
• Collaborate with suppliers and internal teams to resolve complaints.

Skills

Home claims experience

Excellent written and verbal communication skills

Knowledge of managing FOS complaints

Teamwork

Job description

Overview

Glasgow - 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 Home Large & Complex Loss Team Manager, you\u2019ll

• Ensure customers are treated fairly and their concerns are addressed efficiently.
• Proactively handle complaints, meeting all complaint-related deadlines and keeping customers informed.
• Update the complaints spreadsheet daily, tracking all activities and status changes related to complaints.
• Ensure compliance with regulatory and DLG requirements for each complaint, conducting audits and ad hoc reviews.
• Participate in supplier meetings, articulating issues, resolving them, and documenting meeting agendas, minutes, and action items.
• Use the escalation log to highlight cases where suppliers are unresponsive, collaborating with claims handlers to address potential issues.
• Collaborate with suppliers, solicitors, engineers, and customers to understand complaints and determine root causes.
• Encourage colleagues to complete feedback forms on technical handler issues, supporting improvements in customer service.

Our hybrid model offers a 'best of both worlds' approach. When you\u2019ll 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

• Home claims experience is essential with subsidence and large loss knowledge preferred, however full training will be given.
• Excellent written and verbal communication skills required.
• Knowledge of managing FOS complaints including a good understanding of the FOS processes and procedures.
• Must be able to work well within a team as well as on their own initiative, whilst proactively managing own portfolio of complaints.

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 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\u2019re delighted to feature as one of the UK\u2019s 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\u2019re 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