Motor Service Consultant at Direct Line

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
May 2021

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


Take calls from customers looking for information or alterations regarding their motor insurance policy. This includes changes such as change of vehicle, address, named drivers or mileage and any other details. I also handle queries as to what their insurance covers and finer points of their policy. I am also set targets to sell breakdown cover to those who don't already have it and attain home-leads for the home insurance quotes team to try to make sales.

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


I have heavily developed my customer service skills using connect tools such as bridging the conversation for up-selling and flexing my delivery to different customers personality types. I have gained a massive amount of knowledge about insurance. I have developed my data handling skills as well working with our companies data base system UIS.

3. To what extent do you enjoy your programme?


My role at Direct Line provides an extremely varied work day where i deal with a massive variety of issues and I'm forever learning how to deal with new scenarios that crop up. This is something that I greatly enjoy. If this question is referring more to the apprenticeship side then honestly that part is not very enjoyable but it boosts my knowledge of insurance principles so I can be more effective in my primary role. So it is very much a means to an end.

4. How well organised/structured is your programme?


The work side with Direct Line has been fantastic well planned out training with all the support you could possibly need. The process prepared us very well for the reality of the role. The apprenticeship however was not structured very well, the training log wasn't provided until several months into the role, and mid way through our trainer left for another role and the entire one file portfolio structure got flipped on its head with little to know explanation.

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


My employer has been fantastic ensuring that we always get our scheduled learning time and doing everything they can to support our development. Especially my team leader Gill who consistently offers all the support with work and home life, checking in on me daily to make sure I'm doing okay and always letting me know if i need anything that she's there for me.

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


Very little support. For the first few months we had zero contact from our training provider. When we were finally introduced to Amy we were told there would be support given if you struggling and if you ever need anything to just email. Emailing will generally take several weeks to get a reply. Outside of the "workshop" there is no support other than a short 121 talking about progress but not actually helping with anything. Also I put workshop in quotations because it was basically just being talked at for an hour. [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions]

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


Because the qualification is general insurance whereas my role is specifically in motor insurance, alot of the information isn't very relevant to my role. The parts that are relevant and the general principals it teaches are helpful. Realistically the qualification will be very helpful if I ever choose to move to a different department and train in a different sector of insurance.

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.)


Due to the homeworking status of my role social activities can be quite tricky. The company emails out a variety of charity events and runs a work social media called yammer where people can share pictures and posts. My team leader is working on doing a team quiz to help build that team feeling as the role itself can be quite isolating. With the circumstances of my role the company does a great job of providing what they can.

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


9b. Why?

Direct Line is the only company I have worked for that genuinely cares about you well being and will do whatever they can to support you. Overtime is recognised as an option that's compensated with pay and half and not an expectation enforeced via contract. There is no sense of hierarchy and you very much feel apart of the DLG family.

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

As with many big companies that are looking for hires who will stand the test of time it is a very rigorous application and interview process. If you can get through that and show that you have the right stuff they are looking for then you will be treated really well and respected so stick with it. You wont regret it.

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