Job Description

Direct Line Motability Customer Complaints Handler


Liverpool - Hybrid (2 days a week in the office)


Full Time, Permanent Position


Direct Line is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of Direct Line or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.



What you'll be doing



Reporting directly to the Complaints Team Leader, you'll:


Personally handle and resolve complex or technical Level 2 complaints from Motability customers across DLG and supplier areas Manage executive and media-related complaints within agreed service timescales Act as the key contact for the Financial Ombudsman Service (FOS), supporting case reviews and negotiating fair outcomes Apply strong analytical skills to investigate complaints and make sound business decisions aligned with Treating Customers Fairly (TCF) and FOS philosophy Prepare and issue final decision letters that meet regulatory and company standards Identify potential systemic issues or risks and escalate them to the Supplier Quality Manager Support and guide colleagues who manage Level 1 complaints, sharing feedback and ensuring consistency Keep customers informed throughout their complaint journey, managing expectations while delivering a brilliant service Continuously develop your complaints handling expertise and contribute to team performance by applying best practice Ensure compliance with internal standards, legal and regulatory requirements, and operational efficiency
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.



What you'll need


Proven experience in handling customer complaints, ideally within a regulated or insurance environment A good understanding of insurance products and processes, with the ability to navigate complex customer issues confidently Ability to work collaboratively with other team members and contribute to a specialist team, fostering a positive working environment Commitment to delivering excellent customer service by proactively developing customer complaint resolution skills and applying best practice techniques
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.



Hours: 35 hours

Closing Date: Wednesday 10 December



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