Customer Service Adviser

Direct Line Group invites applications for the Customer Service Adviser role in Liverpool. The role is part of our Motability team, helping customers with insurance and breakdown services.

You will take customer calls and be their first point of contact, providing support and guidance. You will work to targets to achieve team and individual goals, and operate within the Monday‑Friday 8:00‑19:00 and Saturday 8:00‑16:00 shift windows. Initial training and academy may take up to 12 weeks and you will be required to attend the office for that period.

• 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

Our hybrid model offers a best‑of‑both‑worlds approach. Most colleagues will be required to spend two days a week in the Liverpool office. We provide the technology equipment you’ll need to work from home, so all you’ll need is a good internet connection and a quiet space.

• 9% employer‑contributed pension
• 50% off home, motor and pet insurance plus free 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

Direct Line Group is an equal opportunity employer. We celebrate diversity of background and thinking and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We recognise and embrace people who work in different ways. If you need adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

This position does not meet the criteria for a Skilled Worker visa. We are unable to offer visa sponsorship for this role.