Position
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.
Key Responsibilities
* 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.
Requirements
* 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.
Benefits
* Employer contributed pension
* Annual company bonus
* 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
Location
Manchester – Hybrid 50:50 Home / Office Split
Working Arrangement
Our hybrid model offers a ‘best of both worlds’ approach. The exact days in office depend on your role and team; however, colleagues spend at least 50% of their time in the office.
Equal Opportunity
Direct Line Group is an equal opportunity employer, and we are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
Additional Information
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.
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