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Customer Service Advisor

The Mere, Doncaster, DN4 5PL
Permanent
Full time
Ref:R-7417
The role

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

Our salary package starts from £21,225 - £22,628 depending on experience and includes a 9% pension contribution. ​

You’ll also have an opportunity to earn an additional bonus between £1,200 to £3,600 per annum (dependant on the role and your performance).

What we’re looking for:

In Doncaster we’re looking for people like you to join DLG across our Customer Service teams. We understand that these are difficult times so we are staying open minded and will welcome applications from individuals who have a great working home environment and can assist our customers from the comfort of their home until our offices are safe to reopen. .

What you’ll be doing:

Customers will be contacting you with a range of enquiries from purchasing our award-winning insurance products, to making amendments to existing policies so we'd love you to be able to adapt your approach, be empathetic, supportive and really listen to our customers’ needs in any situation.

It goes without saying you'll have to be a phenomenal multi-tasker here, but don't worry if you don’t have experience we are here to develop you in your role and this starts with our training programme.

Our Doncaster teams specifically deal with our Motor, Pet and Travel insurance products.

We pride ourselves on providing a great experience for our customers.

These roles are telephone based answering incoming calls so the days will be busy, but they’ll fly by! You’ll need to be upbeat and adapt to change well. There will be plenty of opportunity to develop your skills, take on additional learning to build an amazing career here.

You don’t need to have previous experience for these roles, but if you do, we’ll review your experience and pay dependant on this.

Our friendly and dependable contact centre teams are focused on doing the best by our customers. You could find yourself selling the benefits of our insurance policies or perhaps you’ll be expertly managing a query, issue, complaint or making changes to a policy they already have, you’ll be on hand to make sure their insurance is perfect for them.

You’ll follow scripts in certain areas but as you get to know our customers your training and can-do personality will allow you to do what you do best – connecting with people and understanding their needs. You’ll use you excellent sales skills to upsell and cross-sell additional cover or other Direct Line Group products they’ll love!

We’re Britain’s leading motor insurer, so as you can imagine, the call volumes are high. You’ll be ambitious and thrive in a target driven, high pressure environment and won’t settle for second best!

No matter which team you find yourself in, you’ll need to

  • Keep our customers at the heart of what you do
  • Be proactive in your approach
  • Take ownership
  • Be empathetic and understanding
  • Adapt your approach to our customers’ needs
  • Take ownership

What hours will you be working?

We're here for our customers when they need us the most and this can be at different times of the day over Monday to Sunday. These roles do work on a full-time shift basis that we can talk you through in more detail.

Shift and training information will be discussed at interview and offer stage

What we’ll give you:

Come join us and you’ll find yourself in the middle of one of the most on-the-go teams in the business. We’re always encouraging internal development and you’ll have access to loads of learning opportunities, events and conferences to build your industry knowledge. We also have team lunches, wellness walks and team nights out.

COVID-19 update:

We’re actively looking for people to join our teams and we’re committed in protecting your health and well being during every step of our recruitment process.

If you’re successful in securing a role with us you’ll find we’ll be doing things a little bit differently and it may mean you’ll initially join our team by working from home, until our offices are safe to re-open. During this time, we’ll work with you to make sure you have the tools and equipment you need and that you feel part of our amazing DLG team!