Customer Service Adviser

Direct Line Group; Liverpool; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading insurance company in Liverpool is looking for customer care professionals to join their Motability team. You'll guide customers through their service or claims journey with empathy and expertise. The role involves assessing situations, providing clear support, and working within a dynamic environment. Excellent benefits and a hybrid working model are offered, ensuring a supportive and inclusive culture.

Benefits

9% employer-contributed pension

50% off home, motor, and pet insurance

Health and Dental insurance options

Employee discounts and cashback

Cycle to work scheme

Qualifications

• Able to thrive in a busy and changing environment.
• Experience with phone systems and call queues is beneficial.
• Clear, articulate, and professional telephone manner.

Responsibilities

• Provide support and guidance to customers during their service or claims journey.
• Assess situations quickly and determine the appropriate course of action.
• Work to targets and achieve team and individual goals.

Skills

Team player

Empathy

Clear communication

IT skills

Customer service

Job description

Overview

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. Our partnership with Motability Operations to provide insurance for all the vehicles provided through the Motability Scheme is important to us. Supporting the Scheme’s more than 650,000 customers with their insurance needs helps provide 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.

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; more details will be shared during your application. 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 & adherence 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).
• Ability 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.

Ways of Working

Our hybrid model offers a 'best of both worlds' approach. The perfect blend between connection and flexibility combining the best parts of home and office working. When you'll be in the Liverpool office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office.

Direct Line Group believes the best way to serve our customers is by having the best possible people, which is 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 Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Buy as you earn share scheme
• Employee discounts and cashback
• Cycle to work scheme
• Plus many more

We want everyone to get the most out of their time at DLG. Our benefits go beyond pay to support a flexible, inclusive culture that recognises who you are and the life you live.

Diversity & Inclusion and visa information

Direct Line Group is an equal opportunity employer, and we value diversity of background and thinking as a strength. We are committed to an inclusive workplace where everyone can be themselves and succeed in their careers. If you need any 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. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary and eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.