Customer Liasion Advisor

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 youre already part of DLG or thinking about joining us youll 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 youll 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:

• Initial contact with the client referral via email/telephony.

• Converting client and passenger referrals into customers.

• Providing clear and accurate information in a user-friendly manner.

• Completing telephone Q&A with clients.

• Proactively managing the clients expectations.

• Using clear and plain explanations and terms with a friendly empathetic and reassuring attitude.

• Reflecting the brand image and customer-focused ethos.

Our hybrid model offers a best of both worlds approach. When youll be in the office depends on your role and team but colleagues spend at least 50% of their time in the office.

What youll need:

• Excellent telephone manner and a passion for customer service.

• Experience working within a call centre-based customer service and/or sales environment is preferable but not essential.

• Ability to work as a member of a team and independently.

• Excellent attention to detail and communication skills.

• Must be able to use own initiative and prioritise.

• Being adaptive and able to pick up new tasks and responsibilities.

Benefits

We recognise we wouldnt be where we are today without our colleagues; thats why we offer excellent benefits designed to suit your lifestyle:

• Employer-contributed pension

• Annual company bonus

• Discounts on insurance products

• Generous holiday allowance

• Flexible benefits package including optional health and dental insurance

• Buy-as-you-earn share scheme

• Employee discounts and cashback

• Plus many more

We want everyone to get the most out of their time at DLG which is why weve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their bestwhatever that looks likeand 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. Theyre 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. Were delighted to feature as one of the UKs 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 youre 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.