Motor Retention advisor at Direct Line

Start Date:
Leeds Yorkshire & The Humber
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£1,277 monthly
Review Date:
February 2019

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1. Please give an overview of your role and what this involves on a day-to-day basis:


I would arrive at work and log onto the necessary systems, look at any updates within the business and then engage with members of the public with regards to there motor insurance. Whether that be general queries, making amendments to policies or trying to keep there business after successfully doing then upselling additional products and services.

2. Have you learnt any new skills or developed existing skills?


I have further expanded on skills I had acquired outside of the apprenticeship, my customer service skills have greatly improved. My time management has greatly improved also I am now able to micro manage tasks a lot easier now. But going back to the customer service skills my general rapport building with customers has improved massively.

3. To what extent do you enjoy your programme?


The programme has progressively gotten worse I feel over the past year, the programme started well with a clear vision and structure but external factors have meant I have had to revise for the exam myself with limited support. Over a 1 year window we have had 3 tutors come in and out of the fold meaning revision time can be limited and sporadic.

4. How well organised/structured is your programme?


There is an organised fill to the programme, I know what the outcome of the apprenticeship will be and where I will stand at the end of the programme. The structure can be unclear at times with our training provider having promised meetings/appointments being pulled out of on the last minute.

5. How much support do you receive from your employer?


From our employer Direct Line, we do receive sufficient support in the form of regular monthly 121, regular team meetings where we would review every single aspect of the job role. And also Direct line are taking a massive focus on the well being of the staff members very strongly.

6. How much support do you receive from your training provider when working towards your qualifications?


The training provider has progressively got worse over the past few months, in my opinion the quality of tutor has decreased ever so slightly we have had over the past year 3 tutors. External factors have led to this happening and also we are in limbo at the moment not knowing what will happen with the future of the apprenticeship.

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?


The qualification does help massively in the job role, the CII qualification is focused for more of a general over view in insurance. And when speaking about insurance I can relate to examples that I have found and researched in the relevant books and relevant articles I have also researched.

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)


The extra-curricular activities we have gotten involved with at work are more of social activities, we have a team have gone for meals and also day trips. The activities available at work can be anywhere for volunteering opportunities and also fundraising opportunities with official charities or charities being supported by fellow employees.

9a. Would you recommend Direct Line to a friend?


9b. Why?

The reason I would recommend Direct line to a friend is that, the company offers great employee benefits and also is a great starting point for a career in customer service or also a career in insurance. Also Direct line has its own work placed culture that has been created and has worked very hard towards.

10. What tips or advice would you give to others applying to Direct Line?

I would first recommend researching tips or tricks on Direct lines own websites where they advise on the interview process, the telephone interview process was very tailored towards the star technique so having detailed examples of the star situation being able to break down the examples and give a detailed explanation to the interviewer massively.

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