Customer Service Adviser – Direct Line Group – Falkirk

Direct Line Group

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 salary package starts from £23805 (includes 9% pension contribution).* You’ll also have an opportunity to earn an additional bonus up to £4200 per annum for sales roles (dependent on the role and your performance). *Apply now for our March 2023 start dates. Full time 37.5 hours per week.*

*What you’ll be doing: *

You’ll take calls, help with queries, keep customers safe on the roadside when they have broken down or support them through a claim which is upsetting for many. Supporting our customers, you’ll work to targets to achieve team and individual goals.

Our customer service teams are available between Monday – Friday 08:00 – 21:15, Saturday 09:00 – 17:00 and Sunday 10:00 – 17:00. Our Roadside Rescue shifts can often be between 7am and 10pm Monday to Sunday. We pay additional shift allowances for consultants that are required to work unsociable hours so that we are here when our customers need us. In these roles you’ll work shifts across these days which we’ll share more about, and your 6-8 weeks training, during your application.

*What you’ll need: *

The role is busy and challenging, bring your resilience, enthusiasm and energy and you’ll be right at home within our outstanding Glasgow team, whose culture embodies what DLG is all about.

We’ll provide you with a technology bundle to suit your needs when working from home, so all you’ll need is a good internet connection and a quiet space to work. We’re on a transformation journey to The Contact Centre of the Future, which will be customer-centric and data-driven, therefore you’ll be comfortable using a PC, and really enjoy and understand how data drives us forward as a business.

*Ways of Working*

Reporting to your team leader you’ll work on a hybrid basis. You’ll be in our Glasgow site either one day a week or one week in five depending on the department you join, where you’ll really benefit from additional support and team connections to ensure you are empowered to do right by our customers (our teams love their in-office days and social events) and the remainder of your week you’ll work remotely from home.

*Benefits*

Base salary £21840 plus 9% pension £1965.60 (which can be taken in cash) = £23805.60, plus an opportunity to earn an additional bonus up to £4200 per year for sales roles. 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
* 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
* 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.

Job Types: Full-time, Permanent

Salary: £21,840.00-£28,005.60 per year

Benefits:
* Company pension
* Employee discount
* Life insurance
* Referral programme

Ability to commute/relocate:
* Falkirk, Falkirk: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Glasgow, G2 6QN

Reference ID: R-13439

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