Back Office jobs in United Kingdom

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.

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

• Handle cradle-to-grave Home, SME, and Commercial claims using digital evidence, including photos and video, to assess damage and scope repairs

• Take ownership of claims up to £50,000 for Home and £15,000 for Commercial, with potential to support larger claims under supervision

• Review digital evidence from online portals to determine rectification works and identify settlement solutions

• Deliver exceptional customer service, helping to drive market-leading Net Promoter Scores

• Support surge deployment needs and provide back-office assistance as required

• Apply your expertise in policy interpretation, quantum assessment, fraud detection, and modern construction methods

• Ensure compliance with policy cover, reserving, GDPR, payments, and other regulatory and operational requirements

• Identify and pursue subrogated recovery opportunities through thorough investigation

• Act as a technical point of referral for claims requiring scope variations

• Assist in resolving customer complaints by owning informal issues and contributing to complaint summaries

• Build strong internal relationships, supporting office-based handlers and operational teams

• Embrace and uphold Consumer Duty principles in all claim decisions

• Own your personal development and maintain professional capability

• Contribute to the company's vision of making insurance personal, inclusive, and a force for good

• Recognise and manage risks within your remit in line with the DLG risk framework

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.

• Proven experience in handling Home, SME, and Commercial property insurance claims

• Strong knowledge of policy interpretation and insurance principles & practices

• Ability to assess buildings and contents quantum with accuracy and confidence

• Skilled in negotiating settlements and managing end-to-end claim journeys

• Familiarity with current construction methods and repair scoping

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%

• 25 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.

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

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