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For Companies At a Glance
- Tasks: Handle and resolve complex customer complaints, ensuring excellent service.
- Company: Join Direct Line Group, a leading insurance provider committed to customer satisfaction.
- Benefits: Enjoy 22 days holiday, flexible working, and discounts on insurance products.
- Why this job: Be part of a supportive team that values your skills and promotes personal growth.
- Qualifications: Experience in customer complaints handling, ideally in insurance or regulated environments.
- Other info: Hybrid work model with at least 2 days in the office for collaboration.
The predicted salary is between 28800 - 42000 £ per year.
Direct Line Motability Customer Complaints Handler
Liverpool – Hybrid (2 days a week in the office)
Full Time, Permanent Position
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
Reporting directly to the Complaints Team Leader, you\’ll:
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Personally handle and resolve complex or technical Level 2 complaints from Motability customers across DLG and supplier areas
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Manage executive and media-related complaints within agreed service timescales
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Act as the key contact for the Financial Ombudsman Service (FOS), supporting case reviews and negotiating fair outcomes
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Apply strong analytical skills to investigate complaints and make sound business decisions aligned with Treating Customers Fairly (TCF) and FOS philosophy
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Prepare and issue final decision letters that meet regulatory and company standards
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Identify potential systemic issues or risks and escalate them to the Supplier Quality Manager
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Support and guide colleagues who manage Level 1 complaints, sharing feedback and ensuring consistency
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Keep customers informed throughout their complaint journey, managing expectations while delivering a brilliant service
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Continuously develop your complaints handling expertise and contribute to team performance by applying best practice
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Ensure compliance with internal standards, legal and regulatory requirements, and operational efficiency
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.
What you\’ll need
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Proven experience in handling customer complaints, ideally within a regulated or insurance environment
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A good understanding of insurance products and processes, with the ability to navigate complex customer issues confidently
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Ability to work collaboratively with other team members and contribute to a specialist team, fostering a positive working environment
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Commitment to delivering excellent customer service by proactively developing customer complaint resolution skills and applying best practice techniques
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:
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9% employer contributed pension
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22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
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50% off home, motor and pet insurance, plus free travel insurance and Green Flag breakdown cover
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Additional optional Health and Dental insurance
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EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
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Generous holidays
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Buy as you earn share scheme
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Employee discounts and cashback
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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: 35 hours (Monday to Friday, 9am to 5pm)
Closing Date: Thursday 22 May
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Direct Line Motability Customer Complaints Handler employer: Direct Line Group
Contact Detail:
Direct Line Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Direct Line Motability Customer Complaints Handler
✨Tip Number 1
Familiarise yourself with the Motability scheme and its specific complaints processes. Understanding the nuances of this area will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Brush up on your analytical skills, as you'll need to investigate complex complaints. Consider practicing with real-life scenarios or case studies to showcase your problem-solving abilities when discussing your experience.
✨Tip Number 3
Network with current or former employees of Direct Line Group to gain insights into their company culture and expectations. This can provide you with valuable information to tailor your approach and demonstrate your fit for the team.
✨Tip Number 4
Prepare to discuss how you handle difficult customer interactions. Think of specific examples where you've successfully resolved complaints, as this will highlight your customer service skills and ability to manage expectations effectively.
We think you need these skills to ace Direct Line Motability Customer Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling customer complaints, especially within regulated environments. Use specific examples that demonstrate your analytical skills and ability to resolve complex issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to resolving complaints effectively. Mention your understanding of insurance products and how you can contribute to the team’s success.
Showcase Your Skills: Emphasise your strong communication and collaboration skills in your application. Provide examples of how you've worked with colleagues to improve complaint handling processes or enhance customer satisfaction.
Research Direct Line Group: Familiarise yourself with Direct Line Group's values and their approach to customer service. This will help you align your application with their mission and demonstrate your genuine interest in the role.
How to prepare for a job interview at Direct Line Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Complaints Handler. Familiarise yourself with the complaints process, especially in a regulated environment like insurance. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Experience
Prepare to discuss your previous experience handling customer complaints. Use specific examples that highlight your problem-solving skills and ability to manage complex issues. This will show the interviewer that you have the relevant skills for the role.
✨Emphasise Customer Service Skills
Since this role is all about delivering excellent customer service, be ready to talk about how you prioritise customer satisfaction. Share examples of how you've gone above and beyond to resolve complaints and keep customers informed throughout their journey.
✨Demonstrate Team Collaboration
Highlight your ability to work collaboratively within a team. Discuss how you’ve supported colleagues in the past, especially in sharing feedback and ensuring consistency in complaint handling. This will show that you can contribute positively to the team dynamic.