Direct Line Motability Third Party Capture Handler

Direct Line Group; Liverpool; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading insurance company in Liverpool is seeking a Third Party Capture Handler for a hybrid role. Responsible for assisting customers in recovering their vehicles post-accident, you will manage claims, coordinate communications, and support customer satisfaction. Ideal candidates have strong stakeholder management, organizational, and communication skills. The position offers a competitive benefits package, including insurance discounts and a flexible work environment, with 35 hours a week divided across weekdays and Saturdays.

Benefits

50% off home, motor and pet insurance

Free Green Flag breakdown cover

Health and Dental insurance (optional)

EV car scheme

Generous holidays

Buy as you earn share scheme

Employee discounts and cashback

Qualifications

• Excellent internal and external stakeholder management abilities.
• Proficiency in managing and prioritising a caseload.
• Strong communication, negotiation, and organizational skills.

Responsibilities

• Support a customer to get their vehicle back to its pre-accident condition.
• Offer vehicle repair through DLG Auto services.
• Provide the option of free hire car.
• Identify injuries and work with the Bodily Injury team.
• Manage interactions with third-party claimants for high satisfaction.
• Handle and progress claims within authority levels.

Skills

Stakeholder management

Caseload management

Communication skills

Negotiation skills

Organizational skills

Job description

Direct Line Motability Third Party Capture Handler

Liverpool – Hybrid (2 days a week in the office)

Full Time, Permanent Position

Direct Line is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of Direct Line or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

What you’ll be doing

Reporting directly to the Claims Team Leader, you'll contact the innocent third party following a motor incident and support them in their time of need. In this role you’ll work hard to put things right by:

• Supporting a customer to get their vehicle back to its pre-accident condition
• Offer to have a customer’s vehicle repaired through our DLG Auto services centres
• Provide the option of free hire car
• Identify injuries caused by the incident and work with the Bodily Injury team if needed
• Handle and progress claims within your designated authority level, in line with the established standards, procedures and guidance
• Respond to third-party queries and follow agreed processes, policies, and procedures to ensure the consistent achievement of customer service and satisfaction standards
• Promptly refer claims that exceed personal authority limits to the appropriate channels following the agreed referral process
• Manage interactions with third-party claimants, ensuring courteous and timely communication to deliver high levels of customer satisfaction
• Coordinate the use of approved internal and external suppliers to facilitate the repair, replacement, and provision of suitable goods and services to third parties
• Proactively develop your skills and knowledge, applying best practices, techniques, and tools, while embodying DLG Values to optimise your performance and leverage DLG's investment in your training and development
• Comply with DLG's required standards of excellence, best practices, operational effectiveness, group, legal, and regulatory requirements
• Provide telephony support to operational teams when appropriate

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

• Excellent internal and external stakeholder management abilities
• Proficiency in managing and prioritising a caseload
• S trong communication, negotiation and organisational skills

Benefits

• 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 ( Shifts between Monday to Friday, 8am to 7pm & Saturday, 9am to 1pm )