Commercial Direct Sales & Service Advisor
Commercial Direct Sales & Service advisor (Full Time, Permanent Position)
Bristol – (Hybrid)
Start date - 3rd June
Let's make the most of your talent.
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
We have an exciting opportunity for Sales & Service Advisors to join our Commercial Direct team! In this role you'll be passionate about providing customers with an expert and personal experience, making it clear the things they value are in safe hands at Direct Line Group.
What you'll be doing
- Work at the forefront of our business, driving a culture of continuous improvement.
- Respond effectively to customer needs and take responsibility for the resolution of customer enquiries in a professional and positive way to please our customers and enhance our reputation.
- Achieve and exceed agreed sales and servicing KPI’s across multiple products, matching ancillary products to the customers needs to create a tailored package.
- Achieve assurance targets through following the correct processes defined by the business and putting the customer at the heart of everything we do.
- Work effectively within a continuously changing environment, using problem solving techniques to identify process and efficiency improvements in order to contribute to the growth of the business.
- Proactively manage workload, prioritising customer interactions to ensure that call backs are completed in a timely manner to deliver customer satisfaction.
- Work effectively with key stakeholders and team members to achieve business objectives and act as a main point of referral for product queries.
- Reinforce the culture and core values of DLG through appropriate behaviours and actions, following all people process e.g. absence, time keeping.
- Be aware of and comply on an ongoing basis with the rules and requirements of the FCA and any other legal/regulatory/risk management frameworks.
- Proactively take ownership and deal with customer complaints in a professional and caring manner, following the correct process for a successful customer outcome.
What we're looking for
You will need previous experience in a Customer Service role.
This role will require excellent communication skills and relationship building skills. We need someone who can use their own initiative and process work independently in a timely manner. You will be organised, have a strong eye for details and ensure all information is delivered with accuracy!
Ways of Working
This role is based out of our Bristol office. Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Read our flexible working approach here
Hours: 37.5 hours (8am – 7pm Monday to Friday) (9am – 5pm on a Saturday and 9am – 2pm on a Sunday).
Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and have a strong focus on developing you and your skillset, including support to work towards CII qualifications. Our core benefits include:
- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- You begin with 22 days of holiday entitlement (excluding bank holidays). For every year you complete a full years' service by April 1st, you accrue an additional day – with a max of 25 days. Plus you have the option to buy or sell up to 5 days each year
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
- Buy as you earn share scheme
- Employee discounts and cashback
- Plus many more!
Being yourself
Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com
Together we’re one of a kind.
#LI-Hybrid
#LI-BB1
Let’s Be Brilliant For Our Customers!
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
The Brands We Work With
Our Customer Service advisors support our customers with a wide range of products and services across some of the UKs well-known brands. As an advisor you may find yourself working across many of these brands including Direct Line, Direct Line for Business, Churchill and Green Flag. Other brands we have are Motability, Privilege, DLG Auto Services, DLG Legal Services and Darwin.
Our Values
Nobody has all the answers.
Think, act and win as one team to deliver great outcomes for our customers each and every day.
Draw upon diverse skills and perspectives, testing and iterating as you go.
Collaborate, communicate and be inclusive.
We want the real, whole you and value diverse perspectives, ideas and opinions. So feel confident and empowered. Believe in yourself as much as we do.
Be you, have fun, and make this a great place to be.
Make it happen. Spot the opportunities, take the initiative and be accountable.
Be brave, innovative and embrace new challenges, doing what’s right not what’s easy. Keep it simple and take risks in a positive way.
Develop new skills, own your own career path and push your talents to the limit.
We need different perspectives, so your input matters. Ask questions, make suggestions, raise concerns but be respectful and make the space to listen to others. Face into difficult conversations so we continue to evolve and improve.
Hiring Process
There’s no one quite like you. Together, we'll uncover your strengths using tailored strategies if needed. Let's bring out the best in you.
What Our Colleagues Say
“I thoroughly enjoy my role at Direct Line Group for a multitude of reasons. Firstly, the people I work with are incredibly supportive and collaborative, making it a pleasure to come to work every day. The company also provides abundant opportunities for professional growth and development, which keeps me motivated and engaged. Furthermore, I find great satisfaction in serving our diverse range of customers, knowing that I play a crucial part in meeting their needs. Overall, the dynamic work environment, the chance to learn and grow, and the meaningful connections with customers make my role at Direct Line Group truly fulfilling.”
Customer Service Advisor
“Following my probation, I would like to say I am really happy working for Direct Line Group. I pretty much like everything about the role, I feel needed and wanted by colleagues and customers. The values of the company are excellent for the customers. I like that the calls are somewhat repetitive, but still each call is still different as each customer is different. I find the Flex type tool was so helpful and I use it on every call. I hope to be able to develop throughout my career at Direct Line Group. I was a bit worried about the tech side of things to begin with and even though I am still not 100% but learning every day.”
Customer Service Advisor
Our Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle:
9% employer contributed pension
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future
Generous holidays including the option to buy or sell days
Buy as you earn share scheme
Employee discounts and cashback
Plus many more
Can’t find the job you’re looking for? Register to be notified as soon as new jobs become available. Enter your email address. Choose the job category and/or enter a location that you’re interested in. And then click “Add” to add the criteria and “Sign Up” to create your job alert.