As a Senior Customer Advisor in our Travel and Medical Assistance teams (TMA), you’ll support our customers with almost every imaginable scenario whilst they are out of the country. They liaise with hospitals and medical staff regularly, so being able to hold a fluid conversation in another language, will make the support we give our customers easier for them. If you don’t speak a second language don’t worry, we are still keen to meet with you if you have great customer service skills.
Do you have a similar experience? Amazing! If not, that's fine - full training and support will be given
Starting salary of £22,890 (includes 9% pension contribution), plus additional earning opportunities for shifts you work, and we’ll also reward you for any languages you can speak (£750- £1500).
Ways of working:
Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.
How much you’ll be in the office depends on your role and our customer facing teams will have scheduled office time, as well as days where you can ditch the commute and work from home.
We’ll consider the flexible working options that work best for you, please get in touch with the team to discuss.
This role can be done from the comfort of your home, as part of a new hybrid way of working we are embracing, where you will be required to come into Farnham office estimated around 20% of your time. Training will be conducted in the office between Monday- Friday for the first 4 weeks
What you’ll be doing:
It is fair to say that no 2 days are the same in TMA team, one minute you'll be organising emergency medical admissions, surgical procedures or even ensuring the customer has emergency accommodation the next you maybe facilitating ambulance evacuations.
As our customers will be contacting you at a distressing time, we'd love you to be able adapt your approach, be empathetic, supportive and really listen to our customers’ needs in a situation.
Can you speak another language? This can really be put to use in this role by making medical arrangements easier to organise and the whole process run smoother.
The TMA role is fast paced, and it goes without saying you'll have to be a phenomenal multi tasker in this team
Other skills you'll need:
PC skills - good knowledge of Microsoft package
Proactive approach to work and analytical problem solving skills
Willing to be a part of truly multi-national team and develop and excellent knowledge about Travel Insurance and Assistance
What we'll give you:
We have a strong focus on developing you and your skill set and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including 22 days annual leave, family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you as well as a range of other optional benefits
Working hours: 37.5 hours per week - Monday - Sunday, shifts:
Early shift : 6:45am to 14:45pm
Late shift: 13:15pm to 21:15pm
How this job measures up
Call and contact centre staff at Direct Line are typically paid £9.24–12.25 an hour.
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Do call and contact centre staff think Direct Line head office understands what's happening where they work?
Most people think head office understands what’s happening where they work
How we know this
67% of people think that this employer’s head office or owners have a good understanding of what’s really happening where they work
Based on information from 9 job reviews
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Are call and contact centre staff given support to progress at Direct Line?
Most people are given support to progress here
How we know this
In the last year, 50% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role
Based on information from 8 job reviews
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.