Customer Solutions Team Leader

Job Title: Customer Solutions Team Leader

Location : Glasgow or Leeds Hybrid

Time Type :Full time 6 and 12 month Fixed Term Contracts

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

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, financ e and procurement, we’r e a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Reporting to the Customer Operations Manager, you will nurture and guide our Customer Solutions team towards excellence. You will manage performance, provide valuable coaching, and deliver constructive feedback to ensure our team exceeds expectations.
We understand that our customers are at the heart of everything we do. We\’re more than just a busy contact centre; we\’re a family where teamwork and support are paramount. As a Customer Solutions Team Leader, you\’ll play an important role in this family, leading and developing a high-performing team dedicated to providing top-notch solutions to our valued customers.

Our hybrid model offers a \’best of both worlds\’ approach. When you\’ll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office .

• Immerse yourself in our core values and set the bar high for yourself and your team

• Lead by example, maintaining visibility, motivation, and approachability, thereby inspiring your team to unlock their full potential

• Foster a culture of continuous improvement, encouraging your team to question the \”what,\” \”why,\” and \”how\” of our operations

• Advocate for your team\’s success, providing coaching and developmental support

• Have meaningful conversations and celebrate achievements, creating a positive and empowering team environment

• Be passionate about change and ensure your team understands the Rescue vision and make them feel excited about their role in our transformation journey

• Collaborate with colleagues to overcome challenges and share best practices

• Control costs by taking care of customers in a sustainable and appropriate way to make us a well-run business

• Identify , own and manage the risks involved in running our business and do the right thing for the customer

• Prioritise the customer by making decisions that align with our commitment to their satisfaction

What you\’ll need:

• Previous people management experience

• Ability to inspire and motivate team members

• Experience driving efficiency and process improvements

• Enthusiasm for embracing change and guiding others through it

• Demonstrated cost-consciousness and a commitment to responsible business practices

• A customer-centric mindset, with a focus on delivering an outstanding service

Benefits
We recognise we wouldn\’t be where we are today without our colleagues, that\’s why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension

• Annual company bonus of up to 10%

• 50% off home, motor and pet insurance, plus Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way

• Generous holidays

• Buy as you earn share scheme

• Employee discounts and cashback

• 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.

Be 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.

Hours: 37.5 hoursa week

Youwill work a shift rotation of:

1 week of early shifts, where you can start as early as 7.00am and finish as late as 5:30pm

1 week of late shifts, where you can start as early as 10:30am and finish as late as 8:30pm

You will work every Sunday, with every Saturday off + 1 other day through the week

Closing Date: Monday 1st September 2025

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