Customer Service Adviser in Liverpool

Salary

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.

What you’ll be doing

You’ll take our customers’ call and be their first point of contact, providing support and guidance. You’ll 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.

The Motability teams are available Monday – Friday 8am to 7pm, Saturday 8am to 4pm. In these roles you’ll work shifts across these days. 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

• Able to thrive in a busy and changing environment & adheres 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).
• Ability 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.

Ways of Working

Our hybrid model offers a best‑of‑both‑worlds approach. 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

• 9% employer contributed pension.
• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover.
• 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.