Business Support Consultant

Direct Line Group Careers; Doncaster; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading insurance company is seeking a Business Support Consultant to provide essential administrative support across various teams. The role involves managing customer queries and core processes while collaborating effectively in a fast-paced environment. Strong communication, problem-solving abilities, and attention to detail are key for success in this position. The hybrid working model includes at least 2 days a week in the office, offering flexible work-life balance.

Benefits

9% employer contributed pension

50% off home, motor, and pet insurance

Free Green Flag breakdown cover

Generous holidays

Employee discounts and cashback

Qualifications

• Detail-oriented and proactive individual with strong communication skills.
• Confident in managing priorities in a fast-paced environment.
• Collaborative mindset with flexibility to support operational needs.

Responsibilities

• Provide administrative support across Customer Operations.
• Manage core processes including onboarding and fleet maintenance.
• Handle multi-channel customer contact and payments management.
• Analyse and report MI to support decision-making.
• Coordinate with outsourced partners for service delivery.

Skills

Strong communication skills

Problem-solving abilities

Attention to detail

Data management

Stakeholder engagement

Job description

Business Support Consultant

Leeds, Doncaster or Glasgow – Hybrid (2 days a week in the office)

Salary: £24,570.00

Direct Line is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of Direct Line or thinking about joining us, you'll 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 you'll be doing:

Reporting directly to the Business Support Team Leader, you'll provide essential administrative support to our Customer, Roadside, Network and Patrol Services.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

Key Accountabilities include:

• Deliver expert administrative support across Customer Operations, Network, and Patrol teams.
• Manage core processes including onboarding, overtime, permits, fines, uniforms, and fleet maintenance.
• Handle multi-channel customer contact, including payments and arrears management.
• Collate, analyse, and report MI to support decision-making and operational performance.
• Coordinate with outsourced partners and external teams to ensure smooth service delivery.
• Provide administration for meetings, site visits, recruitment, and onboarding activities.
• Support the rollout of new initiatives, projects, and process improvements across services.
• Share knowledge and subject matter expertise to drive continuous improvement.
• Maintain compliance with standards, HR processes, and governance requirements.
• Take ownership of personal development, keeping skills and product knowledge up to date.

Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office

What you'll need:

• We're looking for a detail-oriented, proactive individual with strong communication and problem-solving skills.
• You should be confident working with data, managing priorities in a fast-paced environment, and engaging effectively with stakeholders.
• A collaborative mindset, risk awareness, and flexibility to support operational needs are essential.

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:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme
• Generous holidays
• 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 Direct Line. 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.

Be yourself

Direct Line 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.