Motability Client Liaison Advisor

Direct Line Group; Leeds; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Pension contributions (9%)

Up to 10% annual bonus

Insurance discounts (home, motor, pet)

Health and Dental insurance

EV car scheme

Generous holidays

Share purchase / Buy as you earn

Employee discounts and cashback

Job summary

Direct Line Group in Leeds is seeking a Motability Client Liaison Advisor to join our Legal Services team on a full-time, permanent basis. You will be the first point of contact for Motability customer queries prior to file allocation, converting referrals into customers and collecting passenger details.

The role emphasizes clear communication, empathy, and a professional, customer-focused approach. Working in a hybrid model, you will spend 2 days in the office and 3 days from home, with KPI

Qualifications

• Excellent telephone manner and a passion for customer service.
• Experience of working in a similar role.
• Ability to work as a member of a team.
• Excellent attention to detail.
• Must be able to use own initiative and prioritise.
• Flexibility in work content.

Responsibilities

• Initial contact with the client referral
• Offering the customer freedom of choice initially
• Converting client and passenger referral into a customer
• Providing clear and accurate information in a user friendly manner
• Completing telephone Q&A with client
• Instructing Medical Agencies
• Proactively handling the client's expectations
• Using clear and plain explanations and terms, with a friendly, empathetic and reassuring attitude
• Active listening and communication style
• Highly professional manner
• Reflect the brand image and customer focused ethos
• Instructing the treatment provider
• Achieving KPI targets

Skills

Telephone manner

Customer service

Team player

Attention to detail

Initiative & prioritisation

Flexibility

Job description

About Us

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 the Legal Services team you'll be working in a place where empathy meets expertise. Within our own dedicated law firm, our diversely talented team support and guide customers through life's toughest moments. It's a fast-paced and collaborative working environment but our comprehensive training and tools will help ensure you're ready for the challenge. You can find more details about DLG Legal Services on our website .

We currently have an exciting new opportunity for a Motability Client Liaison Advisor to join our Leeds based Legal Services team on a full-time and permanent basis.

The Role:

Reporting to Customer Response Unit Team leader, you will act as the first point of contact for Motability customer related queries prior to client being allocated to a File Handler. 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
• Offering the customer freedom of choice initially
• Converting client and passenger referral into a customer
• Providing clear and accurate information in a user friendly manner
• Completing telephone Q&A with client
• Instructing Medical Agencies
• Proactively handling the client's expectations
• Using clear and plain explanations and terms, with a friendly, empathetic and reassuring attitude
• Active listening and communication style
• Highly professional manner
• Reflect the brand image and customer focused ethos
• Instructing the treatment provider
• Achieving KPI targets

What We Are Looking For:

• Excellent telephone manner and a passion for customer service
• Experience of working in a similar role
• Ability to work as a member of a team
• Excellent attention to detail
• Must be able to use own initiative and prioritise
• Flexibility in work content

Hours: 35 hours (Monday - Friday, 9am-5pm)

Location: Leeds (LS1)

Home Working: 3 days from home / 2 days from the office

Benefits

• 9% employer contributed pension
• Up to 10% Annual performance-based bonus
• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more

Ways of Working:

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

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.

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. 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.

#LI-PK1 #Hybrid