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.
In the Customer Adviser role you'll be passionate about providing customers with an expert and personal experience, making it clear the things they value are in safe hands at Direct Line Group. Our base salary starts from £24,570 (potential for higher salary for candidates with relevant experience).
Apply now for our 2025 start dates. Full time 37.5 hours per week.
What you'll be doing:
In this role, you’ll handle calls from customers and suppliers, address queries and find tailored claims solutions to meet each customer’s unique needs. You'll manage home claims and guide customers through what can often be a stressful process, providing empathetic and professional support. You’ll work towards individual and team targets to help achieve shared goals.
Our Claims teams are available:
1. Monday to Friday: 09:00 – 17:00
2. Saturday: 09:00 – 14:00
You’ll work shifts within these hours, which we’ll discuss in more detail during your interview. Your training, which lasts 6-8 weeks, will also be covered during the application process and will be office based.
What you'll need:
This is a fast-paced and demanding role, so we’re looking for individuals with high emotional intelligence, resilience, and the ability to navigate complex technical scenarios. If you’re enthusiastic, energetic, and enjoy working collaboratively, you’ll thrive in our exceptional Leeds team—a team that truly reflects DLG’s values and culture. You will need a minimum of 2 years home insurance experience.
We’re on a transformation journey to create The Contact Centre of the Future —a customer-centric, data-driven environment. You and your team will play a vital role in shaping this exciting future for our department.
You’ll need to be comfortable using a PC and have a strong appreciation for how data drives business decisions. We’ll equip you with a technology bundle tailored to support remote working—all you’ll need is a reliable internet connection and a quiet workspace.
Ways of Working
Our hybrid model offers a 'best of both worlds' approach. The perfect blend between connection and flexibility combining the best parts of home and office working. When you'll be in the office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office. For more information about our flexible working approach click here.
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer such excellent benefits designed to suit you as and when you need them:
* 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
* Buy as you earn share scheme
* Employee discounts and cashback
* Opportunity to apply to our customer service and data apprenticeship to develop skills for the future
* 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.
This position does not meet the criteria for a Skilled Worker visa. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.
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