Customer Service Adviser

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.

Direct Line Group is one of the UK’s largest insurance companies and home to well-known brands such as Direct Line, Churchill, Privilege, and Green Flag. Our vision is to create a world where insurance is personal, inclusive and a force for good. And that’s why our 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 team, you'll be passionate about providing our customers with an excellent level of customer care, guiding them through their service or claims journey using your expert experience and knowledge.

Our salary package starts from £22,932 for 35hrs per week (plus 9%
pension contribution) or £24,570 based on 37.5hrs per week (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 2025 start dates. Full time hours . We offer a choice of 35 hour or 37.5 hour contracts, we will discuss this further with you during the application process.

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

What you'll be doing:

You'll take our customers’ call and be their first point of contact, providing support and guidance. You’ll be able to empathise with customers and provide reassurance and clear guidance to give them the confidence that they’re in the safe hands of Direct Line Group. You'll work to targets to achieve team and individual goals.

Our Motability 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 during your application. In order to fully prepare you for the role you will be expected to attend the office for your initial training and Academy which could be up to 12 weeks.

What you'll need:

• Able to thrive in a busy and changing environment & adhere to targets.

• A strong team player with a positive attitude & keen to learn.

• Experience with phone systems, call queues, and other relevant technologies is beneficial.

• Clear, articulate, and professional telephone manner. Ability to convey information accurately and concisely.

• Ability to ask the right questions to gather all necessary information about the breakdown (location, vehicle details, nature of the problem, safety of the occupants)

• To be able to assess the situation quickly and determine the appropriate course of action.

• Passionate about providing outstanding customer service – someone who takes pride in doing a great job and always puts the customer first, especially when they're in a vulnerable situation.

• Comfortable using computers and online systems, with good IT skills and experience using software such as Microsoft Outlook and Word.

• Open to new ideas and ways of working, with a desire to contribute to improving the customer experience.

• Contact centre experience is beneficial.

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…