Customer Service Adviser - Home Claims

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

Job summary

A leading insurance group in Glasgow is seeking a Home Claims handler. In this role, you'll provide expert support to customers navigating the claims process, offering a personal touch during challenging times. The position offers a competitive salary starting from £24,570 and promotes a hybrid work model. Ideal candidates will possess resilience, empathy, and a passion for customer service. Join us to make a difference in customers' lives.

Benefits

50% off home, motor and pet insurance

Health and Dental insurance options

Generous holiday allowance

Employee discounts and cashback opportunities

Volunteer matching contributions

Qualifications

• Ability to handle customer calls with professionalism and empathy.
• Comfortable using PC and understanding data-driven business.
• Willingness to work shifts and engage in a 6-8 weeks training program.

Responsibilities

• Handle calls regarding home claims and provide guidance throughout the claims process.
• Work towards individual and team targets to achieve shared goals.
• Participate in a hybrid work environment and adjust to various working conditions.

Skills

Resilience

Empathy

Energy

Job description

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 £24,570.

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. The perfect blend between connection and flexibility combining the best parts of home and office working. When you’ll be in the office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office. For more information about our flexible working approach click here.

Our Benefits

• 50% off home, motor and pet insurance and free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Opportunity to apply to our customer service and data apprenticeship to develop skills for the future
• 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.

Life in Customer Service, Sales and Claims

Working in our Customer Service, Sales and Claims teams means making sure our customers feel valued, understood and supported at every stage of their journey. Whether it’s home or motor plans, these teams do the demanding but rewarding job of making our customers’ experience a smooth and positive one.

Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live – and supporting you with the things that matter both in and outside work.

The Basics

• Holidays: 22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
• Pension: Company contributions of 9% of your salary towards your pension
• Income protection: Income protection on 50% of your salary for 5 years
• Life assurance: Life assurance cover at four times your salary

Discounts

• Breakdown cover: Free Green Flag breakdown cover
• Insurance: 50% off Direct Line Group products in Motor, Home and Pet insurance when you’re named on the policy
• Shopping: Discounts and cashback savings across hundreds of other well‑known brands

Flexibility

• Flexible benefits scheme: Adjust your income protection, life assurance, and benefits package through our flexible benefits scheme
• Salary sacrifice: Salary sacrifice scheme for fully electric and plug‑in hybrid cars, and for private dental and medical cover
• Parental leave: Enhanced maternity, paternity, shared parental, and emergency dependant leave

Wellbeing

• Employee Assistance Programme: Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice
• Mental health first aid: Trained mental health first aiders (MHFA) for support whenever you need it
• Volunteering opportunities: Volunteering opportunities through our partnership with Neighbourly
• Donation matching: Up to £50 a month to match any contributions you make to your local community

OUR PEOPLE

What our people are saying in Customer Service, Sales and Claims

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In previous roles, I dealt with a much broader range of issues. Here, it’s much more focussed, detailed and logistically challenging.

My passion is investigation. It might sound boring to some people, but I wake up thinking about what I’m going to encounter that day.

Every day I get to help people going through difficult situations. It makes them happy, and it just gives me a good feeling.

I love helping people and solving problems for customers. It gives me satisfaction to know that I have made a difference to someone.

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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.

This position does not meet the criteria for a Skilled Worker visa. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.