Customer Service Adviser

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

Job summary

Direct Line Group is seeking a Customer Service Adviser to join their Rescue Breakdown Claims Team in Glasgow. The role involves handling customer calls during breakdown events, providing support, and ensuring a smooth claims process. Candidates should have strong communication skills, empathy, and a passion for customer service, along with a hybrid working model offering flexibility.

Benefits

9% employer contributed pension

Insurance discounts including free Green Flag breakdown cover

Generous holiday allowance

Employee discounts and cashback

Qualifications

• Thrive in a busy environment and adhere to targets.
• Experience with phone systems and call queues is beneficial.
• Passionate about providing outstanding customer service.

Responsibilities

• Take calls from customers experiencing breakdowns.
• Guide customers through the claims process with empathy.
• Assess the immediate needs and dispatch recovery services.

Skills

Customer Service

Communication

Empathy

Teamwork

IT skills

Tools

Microsoft Outlook

Microsoft Word

Job description

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RESCUE CLAIMS ADVISOR - Starting salary of £24,570 (increased dependent on skills and experience) plus excellent benefits including FREE Green Flag Breakdown Cover!

Want to learn more about our Rescue roles?

Drop in to our Glasgow Open Days on 7 June (10am–2pm) or 12 June (5pm–8pm) at Direct Line House, 14–18 Cadogan Street, G2 6QN. Just bring photo ID – no need to book!

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.

Join our Rescue Breakdown Claims Team in a dynamic, fast-paced environment where you’ll handle customer calls from the moment of claim registration through to providing essential support during their time of need, ensuring a smooth and efficient claims process.

Monday to Sunday – We are a 24-hour business - Which can include various shifts between 6am - 10pm

Apply now for our 1st of September 2025 start date. Full time 37.5 hours per week.

What You'll Be Doing

In this role, you’ll be the first point of contact for our customers experiencing a breakdown. You'll handle their calls with empathy and professionalism, gathering essential information and providing tailored solutions to get them back on the road as quickly and smoothly as possible. You'll manage the initial stages of their breakdown claim, guiding them through what can be a stressful time and ensuring they feel supported.

You'll also be responsible for assessing the immediate needs of the customer, setting clear expectations about the assistance they will receive, and ensuring the appropriate breakdown recovery service is dispatched efficiently.

As our business evolves, so will your role.

Help us get our customers moving again and shape your future with us!

What You’ll Need

• Able to thrive in a busy and changing environment & adhere to targets.
• A strong team player with a positive attitude & keen to learn.
• Experience with phone systems, call queues, and other relevant technologies is beneficial.
• Clear, articulate, and professional telephone manner. Ability to convey information accurately and concisely.
• Ability to ask the right questions to gather all necessary information about the breakdown (location, vehicle details, nature of the problem, safety of the occupants)
• To be able to assess the situation quickly and determine the appropriate course of action.
• Passionate about providing outstanding customer service – someone who takes pride in doing a great job and always puts the customer first, especially when they're in a vulnerable situation.
• Comfortable using computers and online systems, with good IT skills and experience using software such as Microsoft Outlook and Word.
• Open to new ideas and ways of working, with a desire to contribute to improving the customer experience.
• Contact centre experience is beneficial.
• While not essential, having a valid UK driving licence and experience of driving on UK roads would be helpful, as it provides a better understanding of the challenges our customers face.
  
  

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 Leeds or Glasgow office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office.

What You’ll Get

We know our colleagues are our greatest asset, which is why we offer a fantastic range of benefits designed to support you:

• 9% employer contributed pension
• Fantastic insurance discounts including 50% off home, motor and pet insurance, plus free travel insurance and, crucially, FREE Green Flag breakdown cover for yourself!
• Additional optional Health and Dental insurance
• Generous holiday allowance
• 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
• 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.

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