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Customer Service Advisor

Stechford Retail Park, B33 9AL
Permanent
Full time
Ref:R-6085

This is a full time role - 40 hours per week

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

We are recruiting a brand new Hub & Spoke team into our Birmingham (Stetchford) site to support our new ways of working projects. The team will need to be open minded, adaptable and enthusiastic to change and have the agility and vision of DLG’s strategic pillar to lead & disrupt the market. The successful candidate will be required to work as part of a team to test new technology and adopt new practices in support of driving our business forward to becoming Britain’s Best Insurer.

Job Purpose

The Customer Services Advisor is a pivotal role in our team. You will be the first point of customer contact for Direct Line Group Auto Services liaising with the customer and the respective Claims and internal functions as appropriate to our own high standards.

This will include

  • The delivery of high levels of customer contact and communications throughout the vehicle repairs.
  • Constant delivery of Service Level Agreements, ensuring customers are contacted regarding repairs and non related damage.
  • Identifying, owning and managing the risks involved in running our business appropriate to role, in line with the Direct Line Group risk framework'.
  • Achieving, maintaining and embedding all “best practice” and “lean activities” as dictated by business strategy.
  • Accountability for individual performance and contributing to site performance.

You would have previous experience in a similar role with the following skills/knowledge

  • Experience and knowledge of excellent customer service delivery, ideally someone with Motor Trade and/or Insurance Industry knowledge would be preferred
  • Ability to prioritise workloads to ensure you achieve targets in a timely manner.

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.