Roadside Patrol Team Leader
It's an exciting time for us that's why we're thrilled to grow our teams and looking for people to join as Roadside Patrol Team Leader
Register your interest now for a role at Green Flag, we are expanding in to the North London region in March 2025, if you live in or close to any of the below locations apply now to avoid disappointment.
Pinner, Ruislip Uxbridge, Northolt, Hayes, Southall, Greenford, Ealing, Acton, Stanmore, Edgware, Harrow, Wembley, Willesden, Harlesden, Finchley, Golders Green, Wood Green, North Finchley, Tottenham, Islington, Edmonton, Whetstone, Enfield, Barnet, Northwood
About us
We're Green Flag, part of the Direct Line Group (DLG) and we've been helping motorists all over the country since 1971. We are an award-winning brand having recently been named the top breakdown cover provider in the Finder 2022 Customer Satisfaction Awards, independently voted for by consumers.
What you'll do
This is a permanent role
- Up to £42000 base salary dependant on experience, plus an additional 9% of base salary employer contributed pension, plus overtime.
Start Date: March 2025
This role will operate on a 50/50 split of both roadside patrol duties and Team Leader responsibilities, as the role develops this may change.
You will be contracted to work 40 hours, four days a week, starting on a shift pattern with operating hours between 7am and 8pm Monday to Sunday, with the opportunity to do overtime, you choose. You will be provided with a Green Flag vehicle and start your day from your home
- Be proactive and efficient in attending, assessing, and repairing customers’ cars within agreed timescales and make smart decisions and take ownership to meet customers’ demands and get them back on the road as soon as possible.
- Protect our customers by ensuring to get it right for them and do it in the safest and most secure way.
- Be responsible for day-to-day remote management of a patrol force team. Including management of individual Roadside Technicians performance and personal development.
- Identify opportunities and contribute to maximising roadside revenue opportunities whilst meeting the needs of our customers.
- Own, track and report performance and sustainability metrics to the Area Manager, in accordance with the Green Flag patrol force strategy.
- Drive patrol performance and ensure performance metrics are consistently achieved across your team.
- Ensure that safe working practices are embedded at the heart of the Green Flag patrol force.
- Collaborate with roadside area manager to ensure that any payments by the roadside are processed in line with business procedures and in a legally compliant way.
- Complete processes to indicate damage on car whilst specifying steps taken to solve the problem and gain signature from customer and complete other vehicle repair related documents.
- Support the business in achieving Average Claims Cost targets by maximising roadside repairs and minimising additional strokes/recoveries.
- Ensure the best use of resource to meet customer demands and achieve operational metrics.
- Oversee safeguarding of the Green Flag patrol force, including but not limited to lone working requirements.
- Oversee the vehicle maintenance of the Green Flag patrol force fleet.
- Process any insurance claims as a result of an accident involving a Roadside Technician.
- Take ownership for all associated people management activities of direct reports such as recruitment, onboarding & induction, leavers process, talent/succession planning, engagement action planning, team cost management and development/career planning.
- Capacity planning.
- Evaluate patrol performance and ensure appropriate performance and sustainability metrics are met for your team.
What you'll need
- Suitable experience and qualifications from within the vehicle repair industry, level 3 or equivalent
Live and breathe the “People Leadership” qualities within the DLG leadership framework.
Develop effective coaching relationships to support the growth of the patrol force and capability throughout the team, providing timely structured feedback on progress and performance.
Translate business strategy into meaningful direction and priorities for your team to achieve, providing support and guidance and maintaining clear accountability for the individual.
Collaboration with the Patrol Dispatch Manager to optimise the customer claims journey.
Develop, sustain, and improve relationships across the extended Rescue Leadership team and associated teams.
Awareness and adherence to all Risk, Governance and HR policies and processes.
Who you'll work with
We know you've heard this all before, but the culture here at Green Flag part of the Direct Line Group (DLG) really is something else. We embrace our individuality – you'll see it in the way that we think and work, it's all about ensuring you can enjoy making a contribution, have some fun and be yourself in every aspect. We encourage each other to be the best we can be, no opinion goes unheard, no achievement goes unrecognised, and no idea goes unknown – we even reward you for them!
We encourage our people to work together, aim higher and to be the best they can be – for customers, colleagues and the business. It's an indefinable "DLGness" that makes us who we are, and we'd love for you to be a part of it.
You will be part of a team of roadside patrol operatives in your region reporting to an area manager
Benefits
We 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.
#LI-LC1
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
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