Call Centre Advisor

About us:
Direct Line Group is one of the leading motor, home and small business insurers in the UK and home to some of the nation's best-known brands: Direct Line, Churchill, Privilege, Green Flag and NIG.
Do you have a passion for motor engineering, delivering excellent customer services and the ability to negotiate and influence? We have fantastic opportunities for Settlement Advisors to join either our Leeds or Birmingham based teams, on full time and permanent basis.
The role:
You will play a key part in the customers overall claims journey by providing a digital service and having accountability for the settlement of all claimant's vehicles, within service level time-frames.
Working in the Motor Fulfilment Engineering function you will be the first point of contact - providing a telephone based total loss settlement service. With the use of strong verbal and written communication skills you will be responsible for providing professional & concise explanations to customers in regards to the claim procedures, documents and processes.
Taking referrals from the first line Claims department, you will work to undertake a desktop engineering assessment service using images and a variety of engineering tools and information to agree settlements and a way forwards to getting our customers back on the road as quickly and easily as possible.
What being a Settlement Engineer involves:
Ensuring the customer experience is at the heart of everything you do, treating customers fairly at all times
Building a customer focused culture that will support the delivery of our customer measures of Ease, Speed, Quality and Recommendation
Ensuring customer service referrals are dealt with professionally and in a timely manner and recorded onto the complaints tracker accurately
Collaborating with your colleagues and the wider business to drive the correct outcome for DLG and our customers
Delivering Total Loss settlements in line with department targets
Supporting the delivery and management of Accident Damage spend budget within inflation targets
Being a part of a high performing team, striving for success and continually improving your own capability and living the DLG values
Contributing towards the team engagement plan and take dedicated measures to continuously improve relationships and how we work
Creating a culture where diversity and difference are accepted and embraced in line with our Bring All of Yourself to work value.
Seek to develop yourself to maximise your full potential in the role
Skills and qualities we are looking for:
You will have a keen interest in the Motor Trade, Motor Engineering and support services
You will have an understanding of the Motor Claims processes and systems
Strong verbal and written communication skills
Highly developed telephone customer service communication skills
Deliver difficult messages and remain resilient through tough challenge
The ability to utilise multiple key systems and information sources to solve problems and drive decision-making.
Efficient and Highly Productive.
Hours: 35 hours per week (shifts between Mon - Fri 8am-8pm, Sat 9am-5pm and Sun 10am-5pm )
Location: Leeds (LS1) or Birmingham, Livery Street (B3)
Hybrid working: 2 days per week working from local office, and 3 days per week working from home
Ways of Working
Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.
How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you. You can find out more about our flexible working approach or please get in touch with the team to discuss.
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% Private 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
Plus many more
Life at Direct Line Group
Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.
We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.