Claims Handler
Manchester
Hybrid 50:50 Home / Office Split
DLG 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 DLG 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
In this role, you will support our Landlord, Tradespeople and SME customers throughout the commercial property claims journey. From the moment a claim is logged through to final resolution, you’ll coordinate repairs or replacements, process settlements and ensure customers are kept fully informed every step of the way.
You’ll work proactively to minimise disruption to customers’ day‑to‑day operations, progressing claims efficiently, juggling multiple tasks at pace and navigating a range of digital systems.
Your key responsibilities will be:
Supporting customers from first notification of loss through to settlement.
Coordinating repairs, replacements or alternative solutions depending on the claim.
Managing the full end‑to‑end claims process across commercial property portfolios.
Maintaining regular, proactive communication with customers, suppliers and stakeholders.
Minimising operational disruption by progressing claims efficiently and effectively.
Using multiple digital systems to log updates, process claims and manage documentation.
Ensuring all decisions align with regulatory requirements and Treating Customers Fairly principles.
What you'll need
Excellent customer service experience, ideally within a fast‑paced environment.
Experience with commercial property or claims handling is beneficial but not essential — full training will be provided.
Ability to multitask, prioritise and manage a busy workload effectively.
A collaborative mindset, with a willingness to learn and support colleagues.
Strong customer focus, with a commitment to delivering high‑quality service.
Confident digital skills, including the use of Microsoft products and other systems.
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
Benefits
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:
- Employer contributed pension
- 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.
