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Customer Liaison Advisor

AMP House, CR90 9NE
Full time

As part of its commitment to extend the provision of legal services it offers to its customers, Direct Line Group launched the law firm, DLG Legal Services.

We are looking for a Client Liaison Injury Advisor to join this business area at our Croydon office on a permanent basis.

What being a Client Liaison Injury Advisor involves

This role has a set of responsibilities. You will act as the first point of contact for all customer related queries, establish the claimant’s needs and run through a questionnaire with them in order for them to make a personal injury claim, acquiring passenger details for additional conversions. Receive and manage calls from claimants, work sources and 3rd parties in a professional manner. Making sure DPA protocol is followed and calls are put through to relevant business areas. Ensure that all dealings and interactions reflect the professional and customer focused nature of our business. To liaise with claimants, ensuring all relevant service providers have been instructed. Making outbound calls advising Client what the next steps of the claim are and aiding the File Handler in data retrieval and updating files accordingly. Advising the client on what is required to claim back uninsured losses and chasing documentary evidence from client.

Key Responsibilities and Duties

  • Making outbound calls to clients
  • Converting client referral into a customer
  • Converting passenger referral into a customer
  • Providing clear instructions on the process
  • Completing telephone Q&A with client
  • Instructing Medical Agencies
  • Proactively managing the client’s expectations
  • Using clear and plain explanations and terms, with a friendly, empathetic and reassuring attitude
  • Active listening and communication style
  • Highly professional manner
  • Reflect the brand image and customer ethos of Direct Line Group
  • Instructing the treatment provider
  • Achieving KPI targets
  • Aiding fee earners in retrieving uninsured losses
  • Daily enquiries with fee earner
  • Daily third party telephone communication
  • Data entry using Case Management System to create files and initial letters/documents for Case Handling Fee Earner
  • Daily management of outstanding referrals, completing telephone and correspondence follow up.

Qualities you’ll need

  • Excellent telephone manner and a passion for customer service
  • Experience of working in a sales call centre environment is preferable
  • Ability to work as a member of a team
  • Ability to work under pressure, and excellent attention to detail
  • Must be able to use own initiative and prioritise
  • Flexibility in work content

Hours of work:

35 hours per week, on Monday-Friday between 9am-7pm, with rota basis work on Saturdays

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.