Liverpool - Hybrid (2 days a week in the office)
Full Time, Permanent Position
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 Customer & Operations Director, you’ll:
- Lead operational performance and customer service delivery within a contact centre environment.
- Manage key stakeholder relationships to ensure alignment and collaboration across the business.
- Drive team performance to meet and exceed operational, technical, and behavioural targets.
- Champion continuous improvement by investing in people development, process efficiency, and service excellence.
- Foster a high-performing, motivated, and engaged team culture in a fast-paced and demanding environment.
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
- Proven leadership experience in a contact centre or operational environment
- Strong track record of driving performance and meeting operational targets
- Ability to foster continuous improvement and enhance processes
- Experience in managing change and leading teams through transformation
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
- Annual company bonus of up to 10%
- 50% off home, motor and pet insurance, plus free 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: 35 hours
Closing Date: Monday 27 October
