Direct Line Group
Location
Doncaster, South Yorkshire | United Kingdom
Job description
We are Direct Line Group – home to some of the country's best-known brands including Direct Line, Churchill, Privilege, Greenflag, and NIG. Our vision is to create a world where insurance is personal, inclusive, and a force for good, and our purpose is to help people carry on with their lives- giving them peace of mind now and in the future.
This is an exciting opportunity to join our Customer Relations team as a Customer Relations Team Leader on a full-time, permanent basis.
In Customer Relations, our top priority is to assist our customers in resuming their daily lives and rectifying any problems swiftly. As a Team Leader, you'll ensure that your team takes ownership of this mission by providing an effective complaint handling service that not only identifies the root causes of problems, but also guarantees that customers receive the right solutions promptly.
You'll manage your team's workload and monitor the outcomes they deliver to ensure that customers experience efficient resolutions that address the impact of the problems they've encountered.
You will report directly to the Control Optimisation Manager.
Ensure your team achieve good outcomes for our customers that are right first time, whilst following all FCA Consumer Duty and regulatory requirements, whilst also following DLG assurance handling requirements
Ensure that your team conducts investigations and considers customer impact and vulnerabilities to support well-informed decisions that benefit both the customer and DLG
Ensure your team follow DLG problem handling standards, including evidencing and record keeping to ensure complaint files are consistent and easy to understand
Drive efficiency in complaint handling and the prompt delivery of customer resolutions by ensuring your team follow's DLG's structured daily routines, task management processes and customer contact guidelines
Support your team by being a referral point, and provide connected coaching, that helps them deliver an excellent customer journey, recognising that complaints are an opportunity to regain a customer's trust
Maintain and consistently meet the required performance levels against key performance indicator (KPI) minimum standards
Help improve complaint handling by utilising policies, processes, and tools, evidenced through improved customer outcomes, a favourable FOS upheld percentage, and active support for root cause analysis activities
Feel confident and empowered to be a part of DLG’s future and understand how you contribute to our success, and provide inspiring leadership
What we're looking for:
Previous experience handling complaints within the financial services industry, within commercial sales and service or claims, with an understanding of complaint handling regulatory requirements
Experience delivering an excellent customer experience and dealing with customers directly
An inquisitive mindset, analytical and problem-solving skills, and the ability to impartially review complaints to provide fair outcomes for customers
Be able to liaise between multiple departments and service providers, to influence people and situations to achieve fair outcomes
Experience managing a team and workloads to achieve deadlines
Ways of Working
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.
Read our flexible working approach here.
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:
Generous 9% employer pension
Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
50% off home, motor and pet insurance
Free travel insurance and Green Flag breakdown cover
Plus many more
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.
Hours: 35 hours (Monday – Friday, 9am – 5pm)
Location: 14-18 Cadogan Street, Glasgow, G2 6QN
Hybrid Working: We have a hybrid model with a virtual-first approach which means you would work from home and be in the office two days a week.
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Job tags
Salary
