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Commercial Direct Performance Optimisation Analyst

Req ID:
Customer Care
Manchester; Glasgow; Leeds

Commercial Direct Performance Optimisation Analyst (Full Time, Permanent Position)

Manchester, Glasgow, or Leeds – (Hybrid)

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.

What you'll be doing

This role is accountable for the development, implementation and monitoring of operational performance and business controls across Commercial Direct Claims, to ensure compliance with internal and external requirements and frameworks, helping identify priorities for action and improvement, and tracking and analysing the results of change.  There will also be some requirement to monitor and manage Commercial Direct Claims risk related issues and events, ensuring all actions are closed within defined timeframes.

  • Track and report business key indicators and perform meaningful analysis across Commercial Direct Claims that helps to drive metric improvements and enables the provision of data and insight to the Leadership Teams, including recommendations
  • Supporting the directorate in any compliance, risk and business control issues, including Customer Conduct
  • Support Commercial Direct Claims with identification, assessment and management of risk issues and events, through to closure
  • Use customer, quality and operational insight to lead and influence business change across the operation, steering the operation to the highest priority area(s) for improvement
  • Undertake reporting on all OQC, compliance, risk and business controls activity, within agreed timescales
  • Provide support and guidance to the Team Leader's on compliance, risk and business controls
  • Have an understanding of current market conditions in order to provide relevant, real time analysis and insight on performance in the context of those market conditions
  • Work collaboratively with other functions, gathering insight and providing analysis to support the delivery of key business projects/change
  • Develop and maintain effective relationships with key stakeholders to deliver the best outcomes for Commercial Direct Claims, the wider business and our customers
  • Support and drive QA consistency, and improvements as appropriate, across all Commercial Direct Claims areas.
  • Simplify and translate complex data to meaningful outputs for operational leads
  • Identify, own and manage the risks involved in running our business appropriate to the role in line with Direct Line Group risk framework
  • Build and develop own analytical skills up to a recognisable industry standard

What we're looking for

  • Strong working knowledge of Commercial claims handling and Quality Assurance practices.
  • Good communication skills, ability to build strong networks and form effective relationships with key stakeholders.
  • Decision making and problem solving skills
  • Data analysis and meaningful interpretation for varying stakeholder audiences
  • Strong attention to detail.
  • Continuous improvement mindset
  • Good planning, organisation, and time management skills together with an ability to approach tasks in a logical and methodical manner and flex where required

Hours: 35 hours

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 of brilliant individuals, 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 single one of us brings.

Join us. Help us keep innovating 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.

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
  • Additional optional Health and Dental insurance
  • Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
  • Up to 10% performance-based annual bonus
  • 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 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

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.


Smiling DLG Customer Care worker

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.

Smiling DLG Auto Services worker

Our Values

win together

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.

be yourself

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.

own it

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.

speak up

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:

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9% employer contributed pension

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

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Additional optional Health and Dental insurance

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Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future

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Generous holidays including the option to buy or sell days

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Buy as you earn share scheme

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Employee discounts and cashback

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Plus many more

photographs of Direct Line Group Auto Services working on vehicles

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