Customer Service and Payment Consultant at Direct Line

Start Date:
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£20,000 annually
Review Date:
April 2019

Connect with Direct Line

Review Score

8 /10

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


I take calls day to day servicing customers with their insurance policies. This would involve the amendment lines where I would complete changes such as a change of vehicle, adding drivers and any general queries. I also take payment calls to assist with keeping customers monthly instalment up to date, etc.

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


Since starting at DLG I have been able to develop my communication skills which has help me a huge amount with being able to connect with my customers and build up a rapport the short time that I am on the phone with them which then helps towards my customer service feedback forms.

3. To what extent do you enjoy your programme?


I have found this an enjoyable programme to be part of with Babington as it will open up new opportunities to myself. I have also now found out about things in the motor insurance industry that I wouldn't have previously known without doing this qualification which I have found interesting.

4. How well organised/structured is your programme?


I believe that it is well structured. It is easily accessible via the One File portal so we can keep up to date where we are and were we need to be. It is all explained and outlined to you at the beginning of the course and then reiterated throughout.

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


At DLG they allocate our 3 hours and 30 minutes per week to be off the phones (called coach and train) to concentrate on our qualifications. They also have meetings with our assessors so they know where we are with our qualification and what we need to get done so they can keep an eye on it as well and be there to support.

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


We have a few meetings here and there along the way to can contact them via email and One File. My assessor, near my exam has also been available through text to support me with any last queries. A few remotely and some face to face due to our assessor living a couple of hours away. This has made it harder to complete some reviews however we have made it work.

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


Since doing my qualification I have gained more knowledge about the motor insurance industry and this has enabled me to have more knowledgeable conversations with our customers. This has also led to me being more confident when speaking to our customers and I have a boarder knowledge to help assist our customers.

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.)


I was involved with the engagement team within the unit however I have recently move units and this hasn't transferred across. However this involved bringing the unit together by putting on events such as quiz nights, casino nights, summer bbqs, etc. We also have regular team outings especially when we win 'team of the month/year'.

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


9b. Why?

Direct Line Group is a great place to work. It is a welcoming and friendly environment with lots of different opportunities to offer, including great qualifications. Direct Line Group is a reliable and trustworthy company to work for and is very flexible and understanding of its employees requirements and needs.

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

I would advise anyone looking to apply to Direct Line Group to bring all of themselves to the work place, so to live the values. Ensure that they are always doing what is best for the customer, so providing good customer service skills as they can go a long way in the job.

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