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Senior Customer Advisor

Waverley House, GU9 8QT
Full time

We’re proud to be number 3 in The Sunday Times 25 Best Big Companies to Work For 2019

Starting salary of £22,890 (includes 9% pension contribution), plus additional earning opportunities for shifts you work and we’ll also reward you for any languages you can speak (£750- £1500).

What is the role all about?

As a Senior customer advisor in our Travel and Medical Assistance teams (TMA), you’ll support our customers with almost every imaginable scenario whilst they are out of the country. They liaise with hospitals and medical staff regularly, so being able to hold a fluid conversation in another language, will make the support we give our customers easier for them. If you don’t speak a second language don’t worry, we are still keen to meet with you if you have great customer service skills.

If you have similar experience, then great! If not, we’ll give you full training and support to be successful.

What could you be being doing every single day?

It is fair to say that no 2 days are the same in this team, one minute you'll be organising emergency medical admissions, surgical procedures or even ensuring the customer has emergency accommodation the next you maybe facilitating ambulance evacuations.

As our customers will be contacting you at a distressing time, we'd love you to be able adapt your approach, be empathetic, supportive and really listen to our customers’ needs in a situation. Having the ability to speak another language can really be put to use in this role by making medical arrangements easier to organise and the whole process run smoother.

The TMA role is fast paced, and it goes without saying you'll have to be a phenomenal multi tasker in this team!

What hours will you be working?

We're here for our customers when they need us the most and as part of the role you will need to work shift patterns which will include weekends.

This role is to work 37.5 hours each week, typical shift pattern can be:

  • Early shift: 6:45am to 14:45pm
  • Late shift: 13:15pm to 21:15pm

Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate, and we recognise and embrace that people work in different ways. We will always adapt so you have the best and most comfortable working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

Life at Direct Line Group

We recommend that you read our colleagues’ stories and ask them a question on our live discussion platform www.directlinegroupcareers.com/ask-our-people. This will help you learn more about us and be better prepared for interviews.