Office Manager - Auto Services

Overview

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 our Auto Services team you’ll become a part of a network of repair centres with one simple mission: to deliver high-quality repairs as quickly and efficiently as possible for our more than 100,000 customers. As we look to the future, you can look to yours too. From technical capability to customer relations, here you’ll find a place where you can really thrive. We’ve got this!

This is full time 40 hours base wholly at our Orpington site.

Responsibilities

What you\’ll be doing

• Lead your team to achieve productivity targets on a monthly/quarterly basis.
• Demonstrate an understanding of the customer experience offered by your team through regular call listening, complaint handling and mentoring.
• Ensure that your team balances customer complaints promptly, reducing escalations.
• Solve and escalate problems and identify customer/process improvement opportunities.
• Lead your team to deliver excellent performance by motivating and engaging all employees and developing their capabilities.
• Document mentoring evidence to show performance improvement.
• Follow national lean design standards.
• Ensure adherence to all Direct Line Group (DLG) Human Resources processes and procedures.
• Role model the DLG values and seek regular feedback on how you have demonstrated them within the business.

Qualifications

What you\’ll need

The future is exciting as technologies in Body Shops evolve, helping us reshape vehicle repair. We are growing our teams and are looking for people to join us as an Office Manager. All roles are at the heart of our Auto Services business and you\’ll need to be enthusiastic, upbeat and committed to delivering the best repair service.

We would like you to have had previous experience in a similar role with the following skills:

• 2+ years of experience in a customer service role
• 1+ year of experience leading a team

Health and Safety and working to industry standards are important to us. We ensure our teams and customers safety at each stage of the repair process, ensure tasks are carried out in compliance with Health and Safety and following Audatex estimates, observing DLGAS ways of working and BS10125 procedures.

Benefits

Benefits

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free 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. 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, with real choice, flexibility, and a greater work-life balance. Our benefits are about more than just the money you earn; they’re about recognizing who you are and the life you live.

Be yourself

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 who 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.

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