Join to apply for the Customer Service Adviser role at Direct Line Group
Rescue Claims Advisor - Starting salary of £24,570 (dependent on skills and experience) plus excellent benefits including FREE Green Flag Breakdown Cover!
DLG is evolving. Our teams embrace new opportunities, putting customers at the heart of everything. Join us to build your skills and be empowered to do your best.
Be part of our Rescue Breakdown Claims Team in a fast-paced environment, handling customer calls from claim registration to providing support during their time of need, ensuring a smooth process.
Working hours are Monday to Sunday, with shifts between 6am - 10pm, as we operate 24/7.
Apply now for our 2025 start dates. Full-time, 37.5 hours per week.
What you'll be doing:
You’ll be the first contact for customers experiencing a breakdown, handling calls with empathy, gathering information, and providing tailored solutions to get them back on the road quickly. You’ll manage initial claim stages, guide customers through stressful situations, and ensure they feel supported.
You will assess immediate needs, set expectations, and dispatch the appropriate recovery service efficiently.
As the business evolves, so will your role.
What You’ll Need:
* Ability to thrive in a busy, changing environment & adhere to targets.
* A positive team player eager to learn.
* Experience with phone systems, call queues, and relevant technologies is beneficial.
* Clear, articulate, professional telephone manner.
* Ability to ask right questions to gather details about the breakdown.
* Quick assessment skills to determine the best course of action.
* Passion for outstanding customer service, especially in vulnerable situations.
* Good IT skills, experience with Microsoft Outlook and Word.
* Open to new ideas and improvements in customer experience.
* Contact centre experience is beneficial.
* While not essential, a valid UK driving licence and driving experience on UK roads are helpful.
Ways of Working:
Our hybrid model offers a mix of home and office working. Most colleagues will spend 2 days a week in the Leeds or Glasgow office, depending on their role.
What You’ll Get:
We offer a range of benefits to support you:
* 9% employer-contributed pension
* Insurance discounts, including 50% off home, motor, and pet insurance, plus free travel insurance and Green Flag breakdown cover
* Optional Health and Dental insurance
* Generous holiday allowance
* Buy as you earn share scheme
* Employee discounts and cashback
* Opportunities to develop through apprenticeships
* And more
We support work-life balance, flexibility, and inclusivity. We value diversity and are committed to an inclusive workplace where everyone can succeed. If you need adjustments during recruitment, contact us.
This position does not meet the criteria for a Skilled Worker visa; we cannot offer sponsorship.
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