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Customer Service Advisor - Sheffield Monday-Friday, 08:45 17:00, No Cold Calling, No Sales, Inbound Calls Only, Hybrid Working (50% monthly split required) Do you have a passion for customer service, excellent communication skills and the ability to handle challenging interactions? Would you like to work Monday-Friday? We are currently recruiting for a Customer Service Advisor to join our Sheffield team on an initial fixed term contract basis. Previous experience in pensions or working in a contact centre environment is not required. Full training will be given to ensure you are successful in your new role. Take a look at the below video to hear from a member of our team https://player/13488480 Skills and experience that will lead to success Experience of working within a customer service focused role with direct customer contact either face to face or via telephone. Active listening and good communication skills. A pro-active approach with the ability to resolve queries efficiently and effectively. Excellent attention to detail and commitment to provide ongoing quality. Good understanding of Microsoft applications What the day will look like Delivering excellent customer service, you will have the opportunity to help our customers with any day-to-day queries regarding their pension. Updating personal information with a high attention to detail. Processing requests for written information to be sent to our members. Providing accurate information from our knowledge/customer databases. Helping customers complete documentation Explaining our processes and setting correct expectations. Office base in centre of Sheffield to ensure you benefit from the supporting network that is Aon United, and are not isolated in your role. We work smartly in a hybrid environment requiring you to be in the office every week which additionally supports your on-going development and training needs Aon offers an environment where individuals can grow and develop in a rewarding role. We are confident that you will feel just as passionate as we do in empowering results for our customers and your career. You will have responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests, or reputation of any Group Company. How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. #LI-RC #LI-RC1 2539164
Senior Case Consultant (Full Time, Permanent Position) Leeds, Glasgow, or Manchester (Hybrid 1/2 days in the office) Let's make the most of your talent About us At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day. What you'll be doing You will perform as part of the T&LL claims team to deliver service and indemnity cost outcomes in the management of large and complex losses that meet business objectives. As part of the T&LL claims team support & contribute to claims technical strategy and practice. Deliver initiative claims savings, settlement cost performance, large loss emergence, reserve accuracy and run off to agreed targets. Claims servicing to meet or exceed agreed SLA's and caseload /FTE targets across all classes at all times by utilising operational performance data. Responsible for the engagement and performance of suppliers ensuring they adhere to the policy and contracted terms Support Commercial Property Technical Claims as SME for Commercial Property Large & Complex Loss by providing technical experience and advice to colleagues in other departments and by participating in DLG Forums or projects & initiatives. Assist with the performance management, development and engagement of all staff within the Commercial Property Large & Complex Loss team. Support and embed professional risk management as key part of culture to the standards expected of an independent organisation as tested in a due diligence process. Identify, own and manage the risks involved in running our business appropriate to my role, in line with the Direct Line Group risk framework What we're looking for Previous claims handling experience within Commercial is essential - including: Initiation and investigation, negotiation and settlement, claims quantum and assessment Knowledge of Fraud and Investigation Aware of Insurance Principles & Practice Excellent customer service and stakeholder management skills Excellent interpersonal skills Ability to work to deadlines and agreed SLA's Experience of mentoring and coaching others The successful candidate will be from a Commercial Claims background Hours: 35 hours (Monday to Friday, 9am to 5pm) There's no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We're proud of who we are, of what we do, and what every single one of us brings. Join us.Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher. Together we're one of a kind. What we'll give you 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: 9% employer contributed pension 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover Additional optional Health and Dental insurance Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year! Up to 10% performance-based annual bonus EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way. Buy as you earn share scheme Employee discounts and cashback Plus many more Ways of Working Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here Being 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. #LI-JH1 #LI-Hybrid
Technical Controller (Full Time, Permanent Position) Leeds, Glasgow or Manchester (Hybrid 1/2 days in the office) Let's make the most of your talent About us At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day. What you'll be doing You will support T&LL management team to deliver service and indemnity cost outcomes in the management of large and complex losses that meet business objectives. As part of the T&LL team be a key contributor to claims technical strategy and practice. Deliver initiative claims savings, settlement cost performance, large loss emergence, reserve accuracy and run off to agreed targets on own & departmental portfolio of large & complex loss claims. Claims servicing to meet or exceed agreed SLA's and caseload /FTE targets across all classes at all times by utilising operational performance data. Responsible for the engagement and performance of suppliers ensuring they adhere to the policy and contracted terms Support Commercial Property Technical Claims Manager as SME for Commercial Property Large & Complex Loss by providing technical experience and advice to colleagues in other departments and by participating in DLG Forums or projects & initiatives. Support Commercial Property Technical Claims Manager with the recruitment, performance management, development and engagement of all staff within the Commercial Property Large & Complex Loss team. Support and embed professional risk management as key part of culture to the standards expected of an independent organisation as tested in a due diligence process. Identify, own and manage the risks involved in running our business appropriate to my role, in line with the Direct Line Group risk framework What we're looking for Previous claims handling experience within Commercial is essential - including: Initiation and investigation, negotiation and settlement, claims quantum and assessment Knowledge of Fraud and Investigation Aware of Insurance Principles & Practice Excellent customer service and stakeholder management skills Excellent interpersonal skills Ability to work to deadlines and agreed SLA's Experience of mentoring and coaching others Hours: 35 hours (Monday to Friday, 9am to 5pm) There's no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We're proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher. Together we're one of a kind. What we'll give you 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: 9% employer contributed pension 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover Additional optional Health and Dental insurance Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year! Up to 10% performance-based annual bonus EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way. Buy as you earn share scheme Employee discounts and cashback Plus many more Ways of Working Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here Being 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. #LI-JH1 #LI-Hybrid
Our client is a marketplace connecting customers, lenders, and dealers. You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint-handling best practices. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners. As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines. Your Responsibilities Provide support in distributing new complaints cases daily. Managing a team of Complaints Executives supporting them with their development. Attend lender conference calls building relationships with key partners. Send updates to the team on their productivity stats & case KPIs. Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders. Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options. If appropriate, decide on the level of compensation to be awarded to customers - you will be responsible for choosing the right option. To be a champion of excellent customer service, be that directed at customer, lender, or dealer. To fully embrace "Treating Customers Fairly" and conduct business that conforms to this. Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders. To proactively seek to improve your own skills to the benefit of the company's service through the identification of training needs with your line manager. Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly. Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes. Skills and Experience Required Evidence of working in a complaint's role, managing complex complaints & processes Experience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business. An understanding of the legislation that governs the business and being able to see how that impacts on the business. Contact centre leadership experience. For more information contact Vicky