Customer Service Advisor

Direct Line Group is one of the UK’s largest insurance companies and home to well-known brands such as Direct Line, Churchill, Privilege, Green Flag and NIG. Our vision is to create a world where insurance is personal, inclusive and a force for good. And that’s why our new partnership with Motability Operations to provide insurance for all the vehicles provided through the Motability Scheme is so important to us. Helping people carry on with their lives and giving them peace of mind is what we’re all about at Direct Line Group so supporting the Scheme’s more than 650,000 customers with their insurance needs means that we can help to provide them worry-free motoring and a lifeline to the outside world.

We now have an exciting opportunity to join the insurance team in Liverpool. Working in our Motability Claims team, you'll be passionate about providing customers with your expert experience and knowledge, keeping them mobile after an accident in the safe hands of Direct Line Group. Our salary package starts from £20,300 (plus 9% pension contribution). You'll also have an opportunity to earn an additional bonus twice a year of up to 3.5% of your salary based on your individual performance. Apply now for our 2023 start dates. Full time 35 hours per week.

What you'll be doing:

You'll take our customers’ call and be their first point of contact, providing support and guidance through a claim which can be upsetting for many. You’ll be able to empathise with customers and provide reassurance and clear guidance to give them the confidence that they’re in safe hands. You'll work to targets to achieve team and individual goals.

Our Motability Claims teams are available between Monday - Friday 8am and 7pm , Saturday 8am – 4pm . In these roles you'll work shifts across these days: we’ll share more about this and your 4-6 weeks training, during your application.

What you'll need:

The role is busy, exciting, and challenging- no two customers are the same. Bring your resilience, enthusiasm and energy and you’ll be right at home within our outstanding Liverpool team, whose culture embodies what DLG is all about.

We'll provide you with the technology equipment you’ll need to work from home so all you'll need is a good internet connection and a quiet space to work. We want to be brilliant for customers every day and offer a strong, accessible digital experience alongside our Claims teams so you need to really enjoy and understand how to help our customers when they need us most.

Ways of Working

Reporting to your team leader you'll work on a hybrid basis. You’ll be in our brand-new Liverpool office with your team at least 1-2 days a week, where you’ll really benefit from additional support and team connections to ensure you are empowered to do the right thing by our customers (our teams love their in-office days and social events). You then have the choice of working from home the rest of the week or you can book a desk in the office if you prefer.

Benefits

Direct Line Group we believe the best way to serve our customers is by having the best possible people, that’s why we offer such excellent benefits designed to suit you as and when you need them:

• 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
• Buy as you earn share scheme
• Employee discounts and cashback
• Cycle to work scheme
• Plus many more

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.