Direct Line Motability Customer Complaints Handler
Liverpool - Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let’s be brilliant for our customers
Join us as a Customer Complaints Handler, where you'll be the driving force in transforming customer experiences, resolving complex issues, and shaping a service culture that sets new standards in excellence.
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
Reporting directly to the Complaints Team Leader, you'll be responsible for handling, resolving, and following up on customer complaint calls and correspondence. Your role will involve managing categorised and executive complaints, serving as our primary contact for the Financial Ombudsman Service (FOS) regarding customer-initiated complaints. As a technical expert on complaints handling processes, controls, and regulatory requirements, you'll offer procedural support to operational colleagues dealing with Level 1 categorised complaints. Your duties include personally addressing and resolving escalated technical or complex cases across all business areas, handling executive and media customer complaints within specified timeframes, and ensuring compliance with company and external standards.
What we’re looking for
* Excellent verbal and written communication skills for effectively managing customer expectations, providing guidance to colleagues, and negotiating with external entities like the FOS.
* Ability to work collaboratively with other team members and contribute to a specialist team, fostering a positive working environment.
* Commitment to delivering excellent customer service by proactively developing customer complaint resolution skills and applying best practice techniques.
What we offer 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.
* Generous 9% employer pension contribution
* 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
* 50% off home, motor and pet insurance
* Free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* 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.
Together, we’re one of a kind
Hours: 35 hours (Monday to Friday, 9am to 5pm)
Closing Date: Tuesday 08 October
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