Sales, Service and Retention Advisor

Direct Line Group; Leeds; Hybrid; GBP 24,000 - GBP 29,000; Full time

Job summary

A prominent insurance company in Leeds seeks a Sales, Service and Retentions Advisor. In this full-time role, you will manage customer queries, providing tailored solutions and ensuring a smooth service experience. Must have excellent communication and customer service skills. Benefits include insurance discounts, flexible working, and career development opportunities. Apply now for the 2026 start dates.

Benefits

Free Green Flag breakdown cover

50% off home, motor, and pet insurance

Employee discounts and cashback

Opportunity to apply for apprenticeships

Qualifications

• Able to thrive in a busy and changing environment & adhere to targets.
• Experience with call queues and relevant technologies is beneficial.
• Passionate about providing outstanding customer service.

Responsibilities

• Be the first point of contact for customers.
• Provide tailored solutions for customer inquiries.
• Set clear expectations about cover and services.

Skills

Strong team player

Effective communication

Customer service orientation

Adaptability to changing environments

IT skills

Tools

Microsoft Outlook

Microsoft Word

Phone systems

Job description

GREENFLAG RESCUE Sales, Service and Retentions Advisor – Starting salary of £24,570 plus excellent benefits including FREE Green Flag Breakdown Cover!

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.

Join our Rescue Breakdown Sales Team and thrive in a dynamic, fast‑paced environment. You’ll be the first point of contact for customers, managing everything from initial sales to policy updates, ensuring their journey is smooth, efficient, and hassle‑free.

Our Rescue Sales teams are available Monday – Friday 08:00 – 21.00, Saturday 09:00 – 17:00 and Sunday 10.00‑17.00.

Apply now for our 2026 start dates. Full time 37.5 hours per week.

What you’ll be doing:

In this role, you’ll be the first point of contact for our customers wanting to take out a new policy or discuss their current cover. You'll handle their calls with empathy and professionalism, gathering essential information and providing tailored solutions that meet their needs.

You'll also be responsible for setting clear expectations about the cover they will receive, and ensuring the appropriate breakdown recovery service is offered.

As our business evolves, so will your role.

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.
• 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.
• While not essential, having a valid UK driving licence and experience of driving on UK roads would be helpful, as it provides a better understanding of the challenges our customers face.

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. Whether you'll be in the Leeds or Glasgow office depends on your role and team, colleagues are required to spend at least 50% of their time in the office.

What You’ll Get:

• Fantastic insurance discounts including 50% off home, motor and pet insurance and, crucially, FREE Green Flag breakdown cover for yourself!
• Additional optional Health and Dental insurance
• Buy as you earn share scheme
• Employee discounts and cashback
• Opportunity to apply to our customer service and data apprenticeship to develop skills for the future
• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work‑life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

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.

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 & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.

Life in Customer Service, Sales and Claims

Working in our Customer Service, Sales and Claims teams means making sure our customers feel valued, understood and supported at every stage of their journey. Whether it’s home or motor plans, these teams do the demanding but rewarding job of making our customers’ experience a smooth and positive one.

The Basics

• Holidays – 22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
• Pension – Company contributions of 9% of your salary towards your pension
• Income protection – 50% of your salary for 5 years
• Life assurance – at four times your salary

Discounts

• Breakdown cover – Free Green Flag breakdown cover
• Insurance – 50% off Direct Line Group products in Motor, Home and Pet insurance when you’re named on the policy
• Shopping – Discounts and cashback savings across hundreds of other well‑known brands

Flexibility

• Flexible benefits scheme – Adjust your income protection, life assurance, and benefits package through our flexible benefits scheme
• Salary sacrifice – Salary sacrifice scheme for fully electric and plug‑in hybrid cars, and for private dental and medical cover
• Parental leave – Enhanced maternity, paternity, shared parental, and emergency dependant leave

Wellbeing

• Employee Assistance Programme – offering information on financial and mental wellbeing as well as emergency support and advice
• Mental health first aid – Trained mental health first aiders (MHFA) for support whenever you need it
• Volunteering opportunities – through our partnership with Neighbourly
• Donation matching – Up to £50 a month to match any contributions you make to your local community

OUR PEOPLE

What our people are saying in Customer Service, Sales and Claims

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