Job Description

Motor Claims Response Team Leader


Glasgow or Leeds - Hybrid (2 days a week in the office)


Full Time, Permanent Position



Let's make the most of your talent



Join us as a Motor Claims Response Team Leader, where you'll inspire your team, drive excellence, and shape solutions that truly make a difference for our customers and business.



About us



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..



It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.



What you'll be doing



Reporting directly to the Customer Experience Manager, you'll:


Inspire and guide your team to reach their full potential through coaching, motivating and feedback. Lead by example, setting the standard for behaviour and performance. Use data to understand team performance, taking immediate action where needed. Drive a culture of continuous improvement by solving problems and sharing best practices. Support team members in achieving performance metrics and measures. Ensure compliance with internal and external policies, procedures, and guidelines to deliver accurate results. Manage costs following business targets and look for opportunities to reduce waste. Support personal and team growth by overseeing development and promoting progression opportunities. Identify and manage risks according to DLG's group risk framework. Recognise and reward team successes to guide a positive and engaged culture. Prioritise wellbeing by checking in with your team. Recruit and retain talent, supporting succession planning and development.
What we're looking for


A background in motor claims with hands-on experience in understanding processes, regulations, and customer needs. Leadership experience with the ability to inspire and develop a high-performing team. Talent management experience, including recruiting, retaining, and developing people. A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business.
What we offer in return



We wouldn't be where we are today without our people and the wide variety of perspectives and life experiences they bring. That's why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:



Generous 9% employer pension contribution Annual company bonus of up to 10% 25 days holiday allowance (plus the option to buy or sell up to 5 days each year) 50% off home, motor and pet insurance Free travel insurance and Green Flag breakdown cover Additional optional Health and Dental insurance Plus, many more
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 2 days a week in the office.



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: 37.5 hours (Monday to Friday 8am to 9pm, Saturday 9am to 5pm & Sunday 10am to 5pm - shifts will be within these hours)



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