Claims Telephony Analyst 191 views

At Direct Line Group, we’re crafting the future. With a mission to make insurance easier and better value for our customers, we accept change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every single day and adopt fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us rare. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

As a Claims Telephony Analyst you will be a central point of contact for telephony change arising within Claims Operations, you will co-ordinate and facilitate all communication on this change between the appropriate operational areas and Telecoms suppliers.

What being a Claims Telephony Analyst involves:

  • You will act as a central point of contact for Telephony Change within the Claims operational areas of DLG.

  • You will lead and prioritise change/work requests received from the contact centres to add customer value and meet the overall DLG Insurance strategy.

  • You will communicate effectively and ensure the strategy is understood by the wider business and within agreed SLA’s

  • You will own the relationships with relevant Telecoms Suppliers to ensure that appropriate user acceptance testing is undertaken and reviewed before systems changes are introduced.

  • your focus will be on costs, process improvements and efficiency to contribute to the profitability of DLG

Key skills required:

  • You will have good interpersonal skills – able to translate telephony jargon into easily understood operations language.

  • You will have experience of effective stakeholder management

  • You will have the ability to handle your own workload and to work to tight deadlines

  • You will have and excellent understanding of IT, Telephony and ACD system principals, including an excellent knowledge of Avaya contact centre technology.

Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate and we recognise and accept that people work in different ways. We will always adapt so you have the best and most appropriate working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.

Closing date: 15th March 2019

Life at Direct Line Group

Let our colleagues answer your questions and tell you what it’s really like to work at DLG. Visit our discussion hub ( to find out why Direct Line Group is a special place to work.

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts – a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation’s best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.


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