Control Room Advisor

Control Room Advisor
Location – Glasgow, Hybrid (2 days a week in the office)
Full time, Permanent.

DLG 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 DLG 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 Control Room Team Leader:

• Working as a team to accept and take ownership of incoming work from front line.
• Managing workload effectively within parameters.
• Managing the customer journey from start to end.
• Maintaining communication with both patrols and customers.
• Logistic planning to maintain patrol coverage in key areas.
• Accountability for processing invoices at end of day.
• Taking initiative to solve problems and come up with the appropriate solution.
• Taking ownership of record keeping and task management.
• Be a part of a high performing team, striving for success and continually improving your own capability and living the company values.
• Operate within a small team as an integral part of the Green Flag Control Room by accepting incoming workload with realistic ETA’s, taking ownership and allocating resources to ensure the correct logistical outcome for both the customer and the business.

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

• Excellent communication and customer care skills
• Ability to act as the first point of contact for all Green Flag patrols, customers, and frontline colleagues
• Flexibility to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail
• Confidence in using multiple systems and information sources
• Strong initiative with the ability to solve problems effectively and take ownership of decisions
• Comprehensive awareness of our policy terms and conditions to ensure our underwriting criteria is embedded fairly within the function.
• Ability to work full weekends.

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
• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance, plus 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: 37.5 hours
Closing Date: TBC

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