Job Description

Full time, permanent position (37.5 hours a week)

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.

When customers need help most, our Control Room Advisors are there thinking fast, solving problems and keeping people moving. At Direct Line Group, this role sits at the heart of our Rescue operation, bringing together communication, logistics and customer care.

If you enjoy variety and want a role where no two days are the same, this could be the role for you.

What you’ll be doing

You’ll be the vital link between our frontline teams, patrols and customers, owning each case from start to finish and ensuring the right outcome, every time.

Your key responsibilities will include:

• Taking ownership of incoming work from frontline teams and seeing it through to resolution

• Coordinating patrols and resources to maintain effective coverage across key areas

• Managing the end‑to‑end customer journey during breakdown and rescue situations

• Communicating clearly and confidently with customers, patrols and internal stakeholders

• Making real‑time decisions in a fast‑moving, time‑critical environment

• Solving problems using initiative, judgement and sound decision‑making

• Maintaining accurate records, task management and end‑of‑day invoice processing

What we’re looking for

• Strong communication and customer service skills, with confidence working in pressured situations

• Experience in a fast‑paced, operational or customer‑focused environment

• The ability to juggle priorities while maintaining accuracy and attention to detail

• A proactive, solutions‑focused mindset with ownership of decisions

Hours of work: you will need to be available to work weekends, across a 37.5-hour week (shift pattern over 2 weeks: Monday, Tuesday, Wednesday, Saturday, Sunday, Thursday, Friday, between 7am – 8.30pm)

Ways of Working

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 50% of their time in the office

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:

· Employer contributed pension

· Annual company bonus

· Discounts on Insurance products

· Generous holiday allowance

· Flexible benefits package including optional health and dental insurance

· 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.

Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.