Direct Line Motability Third Party Capture Handler

Direct Line Group • Liverpool, TX

23h • Hybrid

About The Position

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.

Requirements

• Previous Sales experience
• Excellent internal and external stakeholder management abilities
• Proficiency in managing and prioritising a caseload
• Strong communication, negotiation and organisational skills

Responsibilities

• 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

Benefits

• 9% employer contributed pension
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed