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Commercial Insurance Consultant SME, Sales & Service

Req ID:
Customer Care

About us

At Direct Line Group we support our business customers with their insurance needs every day. Our Commercial Insurance Consultants are at the heart of what we do! Homeworking and Hybrid roles (1 week in 5 from our Bristol or Leeds office for hybrid roles)

Salary - £22,000 base plus a 9% pension which can be taken as cash (£1,980). From 1st January 2023 the base salary will increase to £23100. We also have a reward scheme that gives you the opportunity to earn a monthly bonus. The amount you earn each month will vary depending on your overall performance (averaging around 3-4k per year)

Shifts - The 37.5 hours you work can fall between Monday - Friday 8am – 6pm and Saturday 9am – 3pm.

What you'll be doing:

We're looking for Commercial Consultants to work with our SME business customers, on a full-time permanent basis, reporting to a team leader within Tom Palmers' team. This is a great opportunity for you to develop your insurance career within a commercial setting. You will have exposure to help develop your technical skills within commercial insurance and could be the platform you are looking for to progress your career!

You will respond positively to all customer interactions across complex multiple products and lead in the testing and implementation of new business improvement plans. You will also provide Sales & Customer Service expertise to Underwriters and sell and service our policies whilst operating within a Delegated Underwriting Authority.

  • Work at the forefront of our business, promoting a culture of continuous improvement and utilising expertise to develop and test creative projects aimed at building our client profile and brand.
  • Work within complex spans of control, taking ownership of building capability by keeping up-to-date with changes in the insurance market, ensuring that we are well versed in all aspects of our businesses more complex products.
  • Operate with a higher level of risk perception, helping us work in a non-scripted environment to provide a tailored level of service to our customers.
  • Develop knowledge of 9 complex commercial products working across multiple systems to respond to customer requests.
  • Use techniques to identify process and efficiency improvements to contribute to the growth of the business.
  • Manage workload, prioritising customer interactions to ensure that call backs are completed promptly to deliver customer satisfaction.
  • Work with key stakeholders and team members to achieve our goals and act as a main point of referral for product queries across the Contact Centre.
  • Respond to customer needs and manage resolving customer enquiries in a positive way to please our customers and enhance our reputation.

What you'll need:

We are looking for someone who enjoys speaking with customers. We need you to understand the insurance industry and have previous experience in a similar role (experience within Commercial insurance would be desirable). You'll have experience in customer negotiations and explaining policies. This is an ideal role for someone who is proactive and able to use their own initiative.

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.


We have a focus on developing you and your skills and give you the tools to do so. We also recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed 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
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • Generous holidays
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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