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- Tasks: Be the first point of contact for customers, guiding them through their service or claims journey.
- Company: Join Direct Line Group, a leading UK insurance company with a customer-focused mission.
- Benefits: Enjoy a 9% pension contribution, generous holidays, and discounts on insurance and travel.
- Why this job: Make a real impact by helping over 650,000 customers feel secure and supported.
- Qualifications: Bring your enthusiasm and resilience; no specific experience required!
- Other info: Flexible hybrid working model with training provided in the office.
The predicted salary is between 18900 - 19900 £ per year.
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. And that\’s why our partnership with Motability Operations to provide insurance for all the vehicles provided through the Motability Scheme is so important to us. Helping people carry on with their lives and giving them peace of mind is what we\’re all about at Direct Line Group so supporting the Scheme\’s more than 650,000 customers with their insurance needs means that we can help to provide them 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.
Our salary package starts from £22,932 for 35hrs per week (plus 9% pension contribution) or £24,570 based on 37.5hrs 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 2025 start dates. Full time hours. We offer a choice of 35 hour or 37.5 hour contracts, we will discuss this further with you during the application process.
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: we\’ll share more about this during your application. In order 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:
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.
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 want to be brilliant for customers every day and offer a strong, accessible digital experience alongside our Claims teams, so you need to really enjoy and understand how to help our customers when they need us most.
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.
Benefits:
Direct Line Group we believe the best way to serve our customers is by having the best possible people, that\’s 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 travel insurance and 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
Being 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.
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.
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Customer Service Adviser employer: Direct Line Group
Contact Detail:
Direct Line Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser
✨Tip Number 1
Familiarise yourself with Direct Line Group's values and mission. Understanding their commitment to customer care and inclusivity will help you align your responses during interviews, showcasing that you're a great fit for their culture.
✨Tip Number 2
Prepare for role-specific scenarios by practising common customer service situations. Think about how you would handle difficult calls or provide reassurance to customers, as this will demonstrate your problem-solving skills and empathy.
✨Tip Number 3
Research the Motability Scheme and its significance to Direct Line Group. Being knowledgeable about the services they provide will show your genuine interest in the role and your readiness to support their customers effectively.
✨Tip Number 4
Network with current or former employees of Direct Line Group on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Service Adviser
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Adviser at Direct Line Group. Highlight your customer care experience and how it aligns with their mission to provide excellent service.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the role. Emphasise your ability to empathise with customers and provide clear guidance, as these are key aspects of the job.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Direct Line Group's values. Mention specific examples of how you've successfully handled customer interactions in the past.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Direct Line Group
✨Show Your Passion for Customer Care
Direct Line Group values customer obsession, so make sure to express your enthusiasm for providing excellent customer service. Share examples from your past experiences where you went above and beyond to help a customer.
✨Demonstrate Empathy and Understanding
In this role, you'll be dealing with customers who may be facing challenging situations. Prepare to discuss how you can empathise with their needs and provide reassurance. Use specific scenarios to illustrate your ability to connect with customers on a personal level.
✨Familiarise Yourself with the Company
Research Direct Line Group and its brands, such as Churchill and Green Flag. Understanding their mission and values will help you align your answers with what they are looking for in a candidate. Mentioning their partnership with Motability Operations could also show your awareness of their community impact.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and resilience. Think about how you would handle difficult customer interactions or meet targets under pressure. Practising these responses can help you feel more confident during the interview.
