At a Glance
- Tasks: Be the vital link in our Control Room, solving problems and coordinating rescue operations.
- Company: Join Direct Line Group, a leader in customer-focused insurance solutions.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible benefits tailored to your lifestyle.
- Other info: Embrace diversity in an inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by helping customers in their time of need every day.
- Qualifications: Strong communication skills and experience in fast-paced environments are essential.
The predicted salary is between 30000 - 40000 £ per year.
Full time, permanent position (37.5 hours a week). DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. When customers need help most, our Control Room Advisors are there thinking fast, solving problems and keeping people moving. This role sits at the heart of our Rescue operation, bringing together communication, logistics and customer care.
If you enjoy variety and want a role where no two days are the same, this could be the role for you.
What you’ll be doing:
- You’ll be the vital link between our frontline teams, patrols and customers, owning each case from start to finish and ensuring the right outcome, every time.
- Taking ownership of incoming work from frontline teams and seeing it through to resolution.
- Coordinating patrols and resources to maintain effective coverage across key areas.
- Managing the end‑to‑end customer journey during breakdown and rescue situations.
- Communicating clearly and confidently with customers, patrols and internal stakeholders.
- Making real‑time decisions in a fast‑moving, time‑critical environment.
- Solving problems using initiative, judgement and sound decision‑making.
- Maintaining accurate records, task management and end‑of‑day invoice processing.
What we’re looking for:
- Strong communication and customer service skills, with confidence working in pressured situations.
- Experience in a fast‑paced, operational or customer‑focused environment.
- The ability to juggle priorities while maintaining accuracy and attention to detail.
- A proactive, solutions‑focused mindset with ownership of decisions.
Hours of work: You will need to be available to work weekends, across a 37.5-hour week (shift pattern over 2 weeks: Monday, Tuesday, Wednesday, Saturday, Sunday, Thursday, Friday, between 7am – 8.30pm).
Ways of 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 50% of their time in the office.
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:
- Employer contributed pension.
- Annual company bonus.
- Discounts on Insurance products.
- Generous holiday allowance.
- Flexible benefits package including optional health and dental insurance.
- 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. 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.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.
Control Room Advisor in Glasgow employer: Direct Line Insurance Group
At Direct Line Group, we pride ourselves on being an exceptional employer, offering a dynamic work environment where our Control Room Advisors play a crucial role in delivering outstanding customer service. With a strong focus on employee well-being, we provide a comprehensive benefits package, including a generous holiday allowance, flexible working options, and opportunities for personal growth within a diverse and inclusive culture. Join us to be part of a team that values your contributions and empowers you to thrive in a fast-paced, rewarding role.
Contact Details:
Direct Line Insurance Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Control Room Advisor in Glasgow
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on DLG. Understand their values and how they put customers at the heart of everything. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Control Room Advisor, you'll need to think fast and communicate clearly. Try role-playing with a friend or family member to get comfortable with answering questions and explaining your thought process under pressure.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've had to make quick decisions or solve tricky problems. Be ready to share these stories during your interview to demonstrate your proactive mindset.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're keen and makes it easier for us to keep track of your progress. Plus, you might just find some extra tips and resources on our site to help you out!
We think you need these skills to ace Control Room Advisor in Glasgow
Some tips for your application 🫡
Show Your Communication Skills:Since the Control Room Advisor role is all about clear communication, make sure your application reflects your ability to convey information effectively. Use examples from your past experiences where you’ve successfully communicated with customers or team members.
Highlight Problem-Solving Experience:We want to see how you tackle challenges! In your application, share specific instances where you've had to think on your feet and solve problems in a fast-paced environment. This will show us you're ready for the dynamic nature of the role.
Tailor Your Application:Don’t just send a generic CV! Take the time to tailor your application to the Control Room Advisor position. Mention relevant skills and experiences that align with the job description, especially those related to customer service and operational roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Direct Line Insurance Group
✨Know the Role Inside Out
Before your interview, make sure you understand what a Control Room Advisor does. Familiarise yourself with the key responsibilities like managing customer journeys and coordinating patrols. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since strong communication is crucial for this position, prepare examples of how you've effectively communicated in past roles. Think about times when you had to convey important information under pressure or resolve conflicts. This will highlight your ability to handle real-time decisions confidently.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've solved problems using initiative and sound judgement. The interviewers will want to see how you approach challenges, especially in fast-paced environments. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your ability to juggle priorities and maintain accuracy. Practice responding to hypothetical situations related to breakdown and rescue scenarios. This will help you think on your feet and show that you can thrive in a time-critical environment.
