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.
We're looking for a subsidence claims expert to join our Home Large & Complex Loss (L&CL) Team as a Subsidence Technical Specialist
Reporting into Home L&CL Technical Manager, you will provide technical input, oversight and control on our complex subsidence claims.
What you'll be doing
1. Evaluating subsidence site investigation, soil mechanics & monitoring data to assess causation of damage; appropriate investigation required along with mitigation and repair solutions utilised to stabilise a property.
2. Maintaining the knowledge of current data and technologies used in subsidence investigation.
3. Assisting in the continuous development and maintenance of our subsidence best practice.
4. Undertaking technical audits both internal (Claims Handlers) and external (Suppliers), reporting on findings in the agreed format and providing feedback where appropriate.
5. Providing technical support to our Claims Handlers through referrals and proactive reviews.
6. Managing an assigned portfolio (no file ownership) of cases upon which to oversee the engineering strategy being applied to those claims.
7. Coordinating multiple parties (internal and external) involved in a particular claim to drive a Good Outcome for our customers.
8. Regularly engaging with suppliers to discuss trends and specific issues.
9. Assisting the department to reach right decision on Complaints that involve engineering disputes.
10. Contributing towards improving FOS upheld rate through ensuring our handling and decisions are in line with Consumer Duty, ensuring our Customers receive a Good Outcome in line with the policy they hold.
What we're looking for
Subsidence specific expertise:
11. Ideally being incorporated or associate member level of one or more of the following professional institutions: Chartered Association of Building Engineers – CABE, Chartered Institute of Building – CIOB, Royal Institution of Chartered Surveyors – RICS, Institution of Civil Engineers – ICE, Institution of Structural Engineers – IStructE.
12. In depth experience of handling subsidence claims, in-depth knowledge of home insurance policy cover, including awareness of policy wordings, exclusions and how variances are applied.
13. Ability to evaluate subsidence site investigation, soil mechanics & monitoring data to assess causation of damage; appropriate investigation required along with mitigation and repair solutions utilised to stabilise a property, including piled raft schemes, mass concrete underpinning and piling techniques.
14. Knowledge of current data and technologies used in subsidence investigation and repair including Knowledge of the BRE Categorisation.
15. Ability to review a scope of works and tender analysis to identify insured and uninsured works.
16. Follow FOS repair related decisions and understand impact on Claims handling philosophy and complaint handling. Able to apply previous FOS decisions and industry best practice to the handling of claims.
17. Aware of how CDM regulations and Building Regulations and how these impacts the repairs undertaken. Demonstrate knowledge of the obligations of the Party Wall Act and how this Act may apply to the handling of claims.
18. Ability to identify & address any supplier performance issues, including analysis of supplier MI to identify areas of improvement. Able to co-ordinate & participate in supplier audits & provide feedback on trends and issues observed. Ability to engage with senior management at suppliers and act quickly to resolve problems and issues.
19. Strong customer empathy: able to identify vulnerable customers and adapt the claim response to support their needs.
20. Ability to deliver technical related training.
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
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:
21. 9% employer contributed pension
22. 50% off home, motor and pet insurance plus free Green Flag breakdown cover
23. Additional optional Health and Dental insurance
24. EV car scheme
25. Generous holidays
26. Buy as you earn share scheme
27. Employee discounts and cashback
28. 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