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PODS Specialist Retail Consultant

Req ID:
Customer Care
London; Remote

Working from home but with the expectation to come into the office in Birmingham 3 x times a month

Let’s make the most of your talent

This will be a rounded and dynamic specialist retail consultant role, responsible for providing assistance to customers online through web-chat, app, and telephone with retail sales bookings, quotes/queries/requests through the full retail repair sales process, via a hybrid working environment.

About Us:

At Direct Line Group, insurance is just the start. Combining decades of industry experience with experienced people in every field, we're a market powerhouse. And we all work together to be there for customers, every day. Direct Line Rapid repair PODS specialise in fast track, non-structural damage repairs to the highest standards from a specifically engineered environment, utilising the latest technology/equipment, and working to the most efficient process regarding efficiency and environmental impact, the Centres are based in convenient retail locations,

What you’ll be do

This is a brand-new role as part of the new business acquired by DLG - Repair PODS Operations and Sales and will be responsible for dealing with retail sales enquiries and growth through app and website sales enquiries, reporting to your team leader.

The customer will be using the Repair PODS as a retail solution to avoid claiming on their excess for minor damage, to rectify end of lease minor damage and minor scrapes, scratches, bumps to improve the appearance and value of their vehicles. The customers will use the PODS in retail car parks [Morrison’s, ATS and similar land partners] and you will oversee the full end-to-end process from quote to sale to retail job completion.

  • You will offer customer support through the delivery of excellent customer service by the webchat/app/telephone channels. Deliver a World Class service to meet the needs of all our customers in their retail repair journey, through agreed performance targets, service levels and operational goals.

  • Provide a sales service and assistance to customers, resolving all queries and fulfilling any requests made via webchat/app/telephone, including supporting our customers around the full end to end retail journey.

  • Ensure first contact resolution for our customers with a high level accuracy of written and typing skills, grammatical on all written customer correspondence.

  • Ensure the closing and converting of sales leads, motivated by targets.

  • Ensure customer enquiries and complaints are dealt with positively and sensitively to resolution, following the complaints process – to comply with regulatory requirements of FCA.

  • Achieve and exceed POD Retail Repair metrics.

  • Deliver first class customer service to maximise customer satisfaction scores

  • Identify and escalate any issues which could affect or improve the quality of the retail repair journey for the customer, including any system issues and process improvements.

  • In your daily role, ensure you treat customers fairly by demonstrating knowledge of the TCF principles/outcomes.

  • Ensure an organized and productive work environment as the POD business grows and aim to deliver its exciting goals whilst keeping the customer at the forefront of all that we do

  • Keep up to date with relevant departments you will communicate with either virtually using our digital first approach or face-to-face in the office.

  • Understand Group HR procedures.

  • Comply with the rules and requirements of the FCA and any other legal/regulatory/risk management frameworks.

What we are looking for:

  • Sales and Customer experience essential as is working in a target-driven and sales environment.

  • Knowledge of automotive, body repairs and SMR experience also essential

  • Experience with digital processes and applications

  • Understand customer expectations.

  • Experience working relationships between different departments/teams to ensure customer is kept at the forefront of what we do

What we’ll give you in return:

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 a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

·         9% employer contributed pension

·         50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

·         Up to 10% annual bonus

·         22 days holiday (rising by 1 each year to 25) + bank holidays and option to buy or sell up to 5 days

·         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.

·         Buy as you earn share scheme

·         Employee discounts and cashback

·         Plus many more

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.

Be yourself

We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this.

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills, and thoughts. That’s why you could belong here. As part of a team, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every one of us brings. Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business.

Join us. Help us keep creating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.




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