Training & Quality Unit Leader in Liverpool

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

As a Training & Quality Unit Leader for Motability, you will lead multiple claims teams to deliver an effective, cost‑efficient and customer‑focused claims service. You will spend the majority of your time in the office, working face‑to‑face with Team Leaders, influencing operational direction, and collaborating closely with other Claims Managers. You will be responsible for operational performance, stakeholder management, and developing your people to deliver exceptional results.

Your Key Responsibilities Will Be:

• Planning and managing operational activity and resources to deliver against performance targets, budgets, service standards and wider business objectives.
• Leading the operational and financial performance of your unit, ensuring delivery of claims strategy, processes and the agreed business model.
• Building and maintaining strong relationships with internal and external stakeholders to maximise operational effectiveness and support business outcomes.
• Overseeing the production, analysis and reporting of key business information (e.g., claims trends) for decision‑making across the wider organisation.
• Championing continuous improvement by identifying and implementing new or enhanced ways of working that improve service, efficiency and capacity.
• Ensuring a robust and compliant control environment aligned to internal policies, legislation, and regulatory requirements.
• Recruiting, coaching, developing and motivating your team and Team Leaders to deliver high performance today and build capability for the future.
• Managing suppliers and external partners, ensuring contractual performance and service delivery.
• Driving change activity within the unit, ensuring successful implementation and adoption.
• Maintaining accountability for First Party Hire Management and supporting operational leadership across both technical and operational functions.

What You'll Need:

• Proven experience leading operational or claims teams, ideally within insurance or a similar environment.
• Strong leadership capability, able to coach, motivate and develop individuals and teams.
• Advanced planning, organisation and problem‑solving skills.
• Excellent communication skills, able to influence at all levels and build strong relationships across the business.
• Strong commercial awareness, with experience managing performance, budgets and operational efficiency.
• Ability to interpret data, identify trends and make evidence‑based decisions.
• Experience delivering change and embedding new processes or operating models.
• Ability to work effectively at pace and manage competing priorities.
• Understanding of regulatory and compliance requirements within a claims environment.

Hybrid Working:

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 Liverpool St Pauls office. Occasional UK Travel may be required.

Benefits:

We recognise we wouldn't be where we are today without our colleagues, which is why we offer excellent benefits designed to suit your lifestyle:

• 9% employer‑contributed pension
• 50% off home, motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more

Our approach goes beyond financial rewards — we offer flexibility, choice and support to help you balance work with what matters most in your life.

Be yourself:

Direct Line Group is an equal opportunity employer, and we believe diversity of background and thinking makes us stronger. As one of the UK’s Top 50 Inclusive Employers, we’re committed to creating an environment where everyone can be themselves and succeed.

We know you're more than a CV — the things that make you you bring real value to our business. If you need any adjustments during the recruitment process, simply let our recruitment team know and we’ll be happy to support.