Direct Line Motability Customer Complaints Handler in England

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:
Personally handle and resolve complex or technical Level 2 complaints from Motability customers across DLG and supplier areas
Manage executive and media-related complaints within agreed service timescales
Act as the key contact for the Financial Ombudsman Service (FOS), supporting case reviews and negotiating fair outcomes
Apply strong analytical skills to investigate complaints and make sound business decisions aligned with Treating Customers Fairly (TCF) and FOS philosophy
Prepare and issue final decision letters that meet regulatory and company standards
Identify potential systemic issues or risks and escalate them to the Supplier Quality Manager
Support and guide colleagues who manage Level 1 complaints, sharing feedback and ensuring consistency
Keep customers informed throughout their complaint journey, managing expectations while delivering a brilliant service
Continuously develop your complaints handling expertise and contribute to team performance by applying best practice
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
Proven experience in handling customer complaints, ideally within a regulated or insurance environment
A good understanding of insurance products and processes, with the ability to navigate complex customer issues confidently
Ability to work collaboratively with other team members and contribute to a specialist team, fostering a positive working environment
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:
9% employer contributed pension
22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
50% off home, motor and pet insurance, plus free travel insurance and 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