Office Manager Auto Services

Direct Line Insurance Group; Orpington; On-site; GBP 30,000 - 40,000; Full time

Job summary

A major insurance provider in Orpington seeks an experienced Office Manager to lead a team in delivering exceptional customer service. Responsibilities include achieving performance targets, mentoring staff, and maintaining Health and Safety compliance. The ideal candidate will have a minimum of 2 years in customer service and 1 year in a leadership role, and will thrive in a dynamic environment that values inclusivity and teamwork. Competitive benefits offered.

Benefits

9% employer contributed pension

50% off home motor and pet insurance

Free Green Flag breakdown cover

Additional Health and Dental insurance

EV car scheme

Generous holidays

Buy as you earn share scheme

Employee discounts and cashback

Qualifications

• 2 years of experience in a customer service role.
• 1 year of experience leading a team.

Responsibilities

• Lead team to achieve productivity targets.
• Ensure high-quality customer service.
• Handle customer complaints effectively.
• Mentor team members to improve performance.

Skills

Customer service experience

Team leadership

Health and Safety compliance

Problem-solving

Coaching and mentorship

Job description

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 our Auto Services team you’ll become a part of a network of repair centres with one simple mission. To deliver high-quality repairs as quickly and efficiently as possible for our more than 100,000 customers. As we look to the future you can look to yours too. From technical capability to customer relations here you’ll find a place where you can really thrive. We’ve got this!

This is full time 40 hours base wholly at our Orpington site.

What you’ll be doing

As a Office Manager we want you to bring your previous experience to the team you will lead a team across several brands and products. Ensuring the team delivers world class customer service meeting customers needs and keeping promises whilst meeting performance targets and operational goals within DLG Auto Services. If you love to stay busy this role is really for you.

• Lead your team to achieve productivity targets on a monthly / quarterly basis.
• Demonstrate an understanding of the customer experience offered by your team through regular call listening complaint handling and mentor-ship.
• Ensure that your team balance customer complaints promptly reducing escalations.
• Solve and elevate problems and customer / process improvement opportunities.
• Lead your team to deliver excellent performance by motivating and engaging all employees ensuring their capabilities are developed.
• Evidence mentoring that improves performance through clear documentation.
• Follow national lean design standards.
• Ensure adherence to all Direct Line Group (DLG) Human Resources processes and procedures.
• To role model the DLG values and ensure you gain regular feedback on how you have demonstrated them within the business.

What you’ll need

The future is exciting now the technologies used in Body Shops are evolving every day which is really helping us re‑shape vehicle repair industry. That’s why we’re excited to grow our teams and looking for people to join us as an Office Manager.

All roles are at the heart of our Auto Services business and you’ll need be enthusiastic, upbeat and committed to delivering the best repair service.

We would like you to have had previous experience in a similar role with the following skills:

• 2 years of experience in a customer service role
• 1 year of experience leading a team

As you can imagine Health and Safety and working to industry standards is important to us. We always ensure our teams and customers safety at each stage of the repair process, ensure tasks are carried out in compliance with Health and Safety and following Audatex estimates observing DLGAS ways of working and BS10125 procedures.

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 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

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.

Key Skills

• Electro Mechanical
• Instrument Maintenance
• Adobe Dreamweaver
• Document Control Management
• E‑Commerce

Employment Type: Full-Time

Experience: years

Vacancy: 1