Customer Service Adviser

Overview

Motability Claims Part Time Position- 20 Hours per week. At Direct Line Group, insurance is just the start. Direct Line Group is one of the UK’s largest insurance companies and home to 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 provides insurance for all vehicles through the Motability Scheme, helping more than 650,000 customers with their insurance needs.

We now have an exciting opportunity to join the insurance team in Liverpool. Working in our Motability team, you’ll be passionate about providing customers with an excellent level of customer care, guiding them through their service or claims journey using your experience and knowledge.

Salary starts from £13,103 for 20hrs per week (plus 9% pension contribution). You’ll also have an opportunity to earn an additional bonus twice a year of up to 3.5% of your salary based on your individual performance.

Apply now for our 2026 start dates. Part time hours are 20 hours per week between 10am-3pm. All training will be full time in the office between 10am-2pm, Monday to Friday. Further details will be discussed during the application process.

What You’ll Be Doing

You’ll take our customers’ calls 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 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. Initial training and Academy could be up to 12 weeks in the office.

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 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.

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 Liverpool team, whose culture embodies what DLG is all about.

We’ll provide you with the technology equipment you’ll need to work from home so all you’ll need is a good internet connection and a quiet space to work. We aim to be brilliant for customers every day and offer a strong, accessible digital experience alongside our Claims teams.

Ways of Working

Our hybrid model offers a “best of both worlds” approach. The blend between home and office working is flexible depending on your role and team, but most colleagues will be required to spend 2 days a week in the office.

Benefits

Direct Line Group offers benefits designed to suit you, including:

• 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

We’re committed to supporting our people with real choice, flexibility, and a better work-life balance that supports the things that matter most. Our benefits reflect who you are and the life you live.

Being Yourself

Direct Line Group is an equal opportunity employer. We value diversity of background and thinking and are committed to making our business an inclusive place to work where everyone can be themselves and succeed. If you need adjustments to the recruitment process, please speak to the recruitment team.

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