Office Manager - Auto Services

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

Job summary

A leading insurance provider in Orpington is seeking an Office Manager to lead their Auto Services team. This full-time role involves ensuring excellent customer service and team performance. Candidates should have over 2 years of customer service experience and at least 1 year in a leadership position. The company offers a range of benefits, promoting a supportive and inclusive work environment.

Benefits

9% employer contributed pension

50% off home, motor, and pet insurance

Employee discounts and cashback

Generous holidays

Qualifications

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

Responsibilities

• Lead your team to achieve productivity targets.
• Demonstrate an understanding of the customer experience.
• Ensure balance of customer complaints promptly.

Skills

Customer service experience

Team leadership

Job description

Overview

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.

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

What You'll Be Doing

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, meets customers’ needs and keeps promises, while meeting performance targets and operational goals within DLG Auto Services. If you love to stay busy, this role is 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 mentoring.
• Ensure that your team balances customer complaints promptly, reducing escalations.
• Solve and escalate problems and identify 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) HR processes and procedures.
• Role model the DLG values and gain regular feedback on how you have demonstrated them within the business.

What You'll Need

The future is exciting; technologies used in Body Shops are evolving every day, which helps us reshape the vehicle repair industry. We’re excited to grow our teams and are 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 to be enthusiastic, upbeat and committed to delivering the best repair service. Previous experience in a similar role with the following skills is preferred:

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

Health and Safety and working to industry standards are important to us. We 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. 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. 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 and offering real choice, flexibility, and a greater work-life balance. 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 strength in our people. We’re proud 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. If you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a 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. If you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.