Overview

Join to apply for the Business Support Consultant role at Direct Line Group.

Location: Leeds or Glasgow – Hybrid (2 days a week in the office).

Be brilliant for our customers and drive change across Customer, Roadside, Network and Patrol Services. This role involves taking calls, helping customers with queries, finding the right insurance product, and supporting claims. Our contact centre teams provide a range of support, with a culture that includes training and friendly teams.

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.

• 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.

What We’re Looking For

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

• 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 DLG. Our benefits are designed to support work-life balance and reflect who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer. We value diversity and inclusion and are committed to creating an inclusive place to work. If you need adjustments to our recruitment process, please speak to the recruitment team.