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For Companies At a Glance
- Tasks: Provide top-notch customer service and support for small business insurance products.
- Company: Join DLG, a forward-thinking company focused on customer satisfaction.
- Benefits: Competitive pay, flexible working options, and opportunities for skill development.
- Other info: Dynamic work environment with a focus on personal and professional growth.
- Why this job: Make a real difference in customers' lives while growing your career.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 25000 - 30000 £ per year.
Location: Bristol / Leeds
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.
What You’ll Be Doing
As a SME Customer Service Representative, you will respond positively to customer interactions across our small business insurance products, providing expert Sales and Customer Service support. You’ll underwrite, sell and service policies while operating confidently within a Delegated Underwriting Authority (DUA), ensuring every customer receives a personalised and compliant experience.
Your Key Responsibilities
- Operate with a strong level of risk awareness, enabling you to work confidently in a non‑scripted environment and deliver tailored support to customers.
- Use extended DUA permissions and product expertise to manage end‑to‑end customer interactions — including new business, mid‑term adjustments, renewals and cancellations — negotiating with our Underwriting team where required.
- Work effectively within a continuously changing environment, using problem‑solving skills to identify process improvements and contribute to business growth.
- Proactively manage and prioritise your workload, ensuring call‑backs and outstanding tasks are completed promptly to deliver great customer satisfaction.
- Achieve and exceed KPI targets across quality, productivity, sales and customer experience.
- Reinforce DLG’s culture and values through positive behaviours and professional conduct, including attendance, timekeeping, and presentation.
- Stay compliant with FCA rules and all legal, regulatory and risk‑management frameworks, including IPL and IDD requirements.
- Take ownership of customer complaints, handling them professionally and compassionately to achieve fair and successful outcomes.
- Deliver excellent Customer Experience using Connect principles, ensuring all processes are followed correctly, transparently and in line with customer assurance standards.
- Keep up to date with all relevant business communications — including The Voice, Business Buzz, Underwriting Guides and E‑forums — to support successful delivery of your role.
Essential Skills
SME Customer Service Representative employer: Direct Line Group
Contact Detail:
Direct Line Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SME Customer Service Representative
✨Tip Number 1
Network like a pro! Reach out to current employees at DLG on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the SME Customer Service Representative role.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you would handle difficult customers or tricky situations, as this will show your problem-solving skills and ability to deliver excellent customer experience.
✨Tip Number 3
Show off your knowledge of DLG’s products and values during the interview. This not only demonstrates your interest in the company but also highlights your commitment to providing tailored support to customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows that you’re serious about joining the DLG team.
We think you need these skills to ace SME Customer Service Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the SME Customer Service Representative role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills: In your application, don’t shy away from sharing examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and come up with creative solutions, especially in a fast-paced environment like ours.
Be Professional Yet Authentic: While we appreciate professionalism, we also value authenticity. Let your personality shine through in your writing! We’re looking for someone who can connect with our customers, so showing your genuine self can make a big difference.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Direct Line Group
✨Know Your Stuff
Make sure you’re well-versed in DLG’s small business insurance products. Brush up on the key features and benefits, as well as any recent changes in regulations. This will help you answer questions confidently and show that you’re genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled customer interactions in the past, especially in tricky situations. Think about times when you’ve had to think on your feet or come up with creative solutions. This will demonstrate your ability to thrive in a non-scripted environment.
✨Emphasise Customer Experience
DLG puts customers at the heart of everything they do, so be ready to discuss how you’ve gone above and beyond for customers in previous roles. Share specific instances where you’ve turned a negative experience into a positive one, highlighting your commitment to excellent service.
✨Stay Updated and Engaged
Familiarise yourself with DLG’s culture and values by reading up on their latest communications. Being able to reference these during your interview shows that you’re proactive and aligned with their mission. Plus, it’ll give you great talking points to connect with your interviewers.