Customer Service Adviser- Motor Claims

Direct Line Group Careers; Glasgow; Hybrid; GBP 24,000 - 30,000; Full time

Job description

Motor Claims Advisor - Starting salary of £24,570 (increased dependent on skills and experience) plus additional benefits.

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.

Our standard full-time contracts are 37.5 hours per week, with shift patterns covering the following weekly operating hours:

• Monday to Friday: 08:00 – 21:00
• Saturday: 09:00 – 17:00
• Sunday: 10:00 – 17:00

What you'll be doing:

In this role, you’ll handle calls from customers and suppliers, addressing queries and finding tailored claims solutions to meet each customer’s unique needs. You'll manage claims and guide customers through what can often be a stressful process, providing empathetic and professional support.

You'll also be responsible for making liability decisions, setting clear customer expectations, and assisting them in getting back on the road as quickly as possible. As our business evolves, so will your role—offering opportunities to own the full claims process.

Grow with us and shape your future!

What You’ll Need:

• Capable of thriving in a dynamic, fast-moving environment while effectively managing multiple tasks and prioritising workload.
• A strong team player with a proactive attitude, eager to learn and support colleagues.
• Dedicated to providing outstanding customer service—someone who takes pride in high-quality work and always puts the customer first.
• Comfortable handling digital and online tasks, with solid IT skills and previous experience using software such as Microsoft Outlook and Word.
• Open to change and innovation, with a willingness to contribute ideas that enhance the customer experience.
• Claims and/or contact centre experience is preferable.

What You’ll Get:

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

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. Most colleagues will be required to spend 2 days a week in the office.

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.