Job Description

Business Support Consultant


Leeds or Glasgow - Hybrid (2 days a week in the office)



Let's be brilliant for our customers


Join us as a Business Support Consultant, where you'll drive impactful change, streamline processes, and shape the future of our customer and network and patrol services.



It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.



What you'll be doing


Reporting directly the Business Support Team Leader, you'll provide essential administrative support to our Customer, Roadside, Network and Patrol Services.



Key Accountabilities include:


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



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

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