Customer Service Adviser- Home Claims

Direct Line Group; United States; Hybrid; USD 31,000 - 38,000; Full time

Benefits offered by this job

Annual bonus

Insurance discounts

Generous holiday allowance

Flexible benefits

Employee discounts

Job summary

Direct Line Group in the United Kingdom is hiring for a Home Claims Handler. You will handle calls from customers about their home claims, providing empathetic and professional support to guide them through what can be stressful, with a focus on a personal customer experience.

The role supports a hybrid working model, with shifting hours and a 37.5-hour week, plus training. The base salary starts from £26,228, and the company promotes a bonus and an inclusive benefits package.

Qualifications

• Handle calls from customers regarding home claims with empathetic, professional support.
• Aim to meet individual and team targets while maintaining quality service.
• Resilience and energy to work within a busy contact centre environment.

Responsibilities

• Handle calls from customers regarding their home claims and guide them through what can often be a stressful process, providing empathetic and professional support.
• Work towards individual and team targets to help achieve shared goals.
• Complete 6–8 weeks of training during the application process.

Job description

20% off DIY tax filing — bilingual support included

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.

Our base salary starts from £26,228.

Apply now for our 2026 start dates. Full time 37.5 hours per week.

What you'll be doing:

In this role, you’ll handle calls from customers regarding their home claims and guide them 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 Home Claims teams are available Monday - Friday 08:00 – 20.00 and Saturday 09:00 – 17:00.

In these roles you'll work shifts across these days which we'll share more about, and your 6-8 weeks training, during your application.

What you'll need:

The roles are busy and challenging, bring your resilience, enthusiasm and energy and you’ll be right at home within our outstanding teams, whose culture embodies what DLG is all about.

We'll provide you with a technology bundle to suit your needs when working from home, so all you'll need is a good internet connection and a quiet space to work. We're on a transformation journey to The Contact Centre of the Future, which will be customer-centric and data-driven, therefore you'll be comfortable using a PC, and really enjoy and understand how data drives us forward as a business.

Ways of Working:

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 50% of their time in the office

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:

• Annual company bonus

• Discounts on Insurance products

• Generous holiday allowance

• Flexible benefits package including optional health and dental insurance

• Buy as you earn share scheme

• Employee discounts and cashback

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.

Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·