Customer Liaison Advisor
Leeds
Permanent
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills but also to build on them and be empowered to do your very best.
What you'll be doing:
You will act as the first point of contact for all customer-related queries prior to a client being allocated to a Fee Earner. Converting potential clients into customers and acquiring passenger details for additional conversions. Making sure that all dealings and interactions reflect the professional and customer-focused nature of our business. Other duties include:
1. Initial contact with the client referral via email/telephony.
2. Converting client and passenger referrals into customers.
3. Providing clear and accurate information in a user-friendly manner.
4. Completing telephone Q&A with clients.
5. Proactively managing the client’s expectations.
6. Using clear and plain explanations and terms, with a friendly, empathetic, and reassuring attitude.
7. Reflecting the brand image and customer-focused ethos.
Our hybrid model offers a ‘best of both worlds’ approach. When you’ll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.
What you’ll need:
8. Excellent telephone manner and a passion for customer service.
9. Experience working within a call centre-based customer service and/or sales environment is preferable but not essential.
10. Ability to work as a member of a team and independently.
11. Excellent attention to detail and communication skills.
12. Must be able to use own initiative and prioritise.
13. Being adaptive and able to pick up new tasks and responsibilities.
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:
14. Employer-contributed pension
15. Annual company bonus
16. Discounts on insurance products
17. Generous holiday allowance
18. Flexible benefits package, including optional health and dental insurance
19. Buy-as-you-earn share scheme
20. Employee discounts and cashback
21. Plus, many more
We want everyone to get the most out of their time at DLG, which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best—whatever that looks like—and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.
Be 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 who 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.