Customer Service Adviser

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Direct Line Group is one of the UK’s largest insurance companies and home to well-known brands such as Direct Line, Churchill, Privilege, and Green Flag. Our vision is to create a world where insurance is personal, inclusive and a force for good. And that’s why our partnership with Motability Operations to provide insurance for all the vehicles provided through the Motability Scheme is so important to us. Helping people carry on with their lives and giving them peace of mind is what we’re all about at Direct Line Group so supporting the Scheme’s more than 800,000 customers with their insurance needs means that we can help to provide them worry-free motoring and a lifeline to the outside world.

We now have an exciting opportunity to join the insurance team in Liverpool. Working in our Motability team, you'll be passionate about providing our customers with an excellent level of customer care, guiding them through their service or claims journey using your expert experience and knowledge.

Our salary package starts from £24,479 for 35hrs per week (plus 9%

pension contribution) or £26,228 based on 37.5hrs per week (plus 9% pension contribution). You'll also have an opportunity to earn an additional bonus twice a year of up to 3.5% of your salary based on your individual performance.

Apply now for our 2026 start dates. Full time hours . We offer a choice of 35 hour or 37.5 hour contracts, we will discuss this further with you during the application process.

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

What You'll Be Doing

You'll take our customers’ call and be their first point of contact, providing support and guidance. You’ll be able to empathise with customers and provide reassurance and clear guidance to give them the confidence that they’re in the safe hands of Direct Line Group. You'll work to targets to achieve team and individual goals.

Our Motability teams are available between Monday - Friday 8am and 7pm, Saturday 8am – 4pm. In these roles you'll work shifts across these days: we’ll share more about this during your application. In order to fully prepare you for the role you will be expected to attend the office for your initial training and Academy which could be up to 12 weeks.

What You'll Need

• Able to thrive in a fast‑paced, changing environments while meeting targets.
• Positive, team‑focused attitude with a strong willingness to learn.
• Professional and articulate telephone manner, able to communicate clearly and concisely.
• Quickly assesses situations and recognises when a customer’s circumstances may make them vulnerable, ensuring all customers receive the right support and excellent service.
• Confident using computers and online systems, with strong IT skills (e.g., Microsoft Outlook and Word).
  

The role is busy, exciting, and challenging - no two customers are the same. Bring your resilience, enthusiasm and energy and you’ll be right at home within our outstanding Liverpool team, whose culture embodies what DLG is all about.

We'll provide you with the technology equipment you’ll need to work from home so all you'll need is a good internet connection and a quiet space to work. We want to be brilliant for customers every day and offer a strong, accessible digital experience alongside our Claims teams, so you need to really enjoy and understand how to help our customers when they need us most.

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. When you'll be in the Liverpool office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office.

Benefits

Direct Line Group we believe the best way to serve our customers is by having the best possible people, 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 Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Cycle to work scheme
• 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.

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.

This position does not meet the criteria for a Skilled Worker visa. You must meet certain requirements to be eligible for a Skilled Worker visa including a minimum salary & an eligible job role. As this position does not align with these requirements, we are unable to offer visa sponsorship for this role.