SME Customer Service Representative

Location: Bristol / Leeds

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

As a SME Customer Service Representative , you will respond positively to customer interactions across our small business insurance products, providing expert Sales and Customer Service support. You'll underwrite, sell and service policies while operating confidently within a Delegated Underwriting Authority (DUA), ensuring every customer receives a personalised and compliant experience.

Your key responsibilities

• Operate with a strong level of risk awareness, enabling you to work confidently in a non‑scripted environment and deliver tailored support to customers.

• Use extended DUA permissions and product expertise to manage end‑to‑end customer interactions — including new business, mid‑term adjustments, renewals and cancellations — negotiating with our Underwriting team where required.

• Work effectively within a continuously changing environment, using problem‑solving skills to identify process improvements and contribute to business growth.

• Proactively manage and prioritise your workload, ensuring call‑backs and outstanding tasks are completed promptly to deliver great customer satisfaction.

• Achieve and exceed KPI targets across quality, productivity, sales and customer experience.

• Reinforce DLG’s culture and values through positive behaviours and professional conduct, including attendance, timekeeping, and presentation.

• Stay compliant with FCA rules and all legal, regulatory and risk‑management frameworks, including IPL and IDD requirements.

• Take ownership of customer complaints, handling them professionally and compassionately to achieve fair and successful outcomes.

• Deliver excellent Customer Experience using Connect principles, ensuring all processes are followed correctly, transparently and in line with customer assurance standards.

• Keep up to date with all relevant business communications — including The Voice, Business Buzz, Underwriting Guides and E‑forums — to support successful delivery of your role.

What you’ll need

Essential Skills & Experience

• Proven experience in a contact centre or customer‑facing environment, confidently handling high call volumes while maintaining exceptional service standards.

• Strong customer service and sales capability, with a track record of converting opportunities, retaining customers, and driving positive commercial outcomes.

• Experience working to structured KPIs, balancing quality, productivity, compliance and customer satisfaction targets.

• Excellent communication skills — able to simplify complex information, adapt your style to suit different customers and build rapport quickly.

• Ability to manage a busy and varied workload, using strong organisational skills to prioritise effectively, complete call‑backs and manage interactions through to resolution.

• Confidence operating in a non‑scripted environment, using initiative and judgement to tailor conversations and deliver the right customer outcomes.

• Strong attention to detail, ensuring accuracy when capturing information, processing changes, and handling MTAs, renewals and cancellations.

Desirable

• Commercial insurance experience, ideally within SME or related lines.

Ways of Working

Our hybrid model offers the best of both worlds. Time in the office depends on your role and team, but colleagues spend at least 50% of their month working on-site.

Benefits

We recognise we wouldn't be where we are today without our colleagues. That’s why we offer a benefits package designed to support your wellbeing and suit your lifestyle:

• 9% employer pension contribution

• 50% off home, motor and pet insurance, plus free Green Flag breakdown cover

• Optional Health and Dental insurance

• EV car scheme

• Generous holiday allowance

• Buy-as-you-earn share scheme

• Employee discounts and cashback

• And much more

We want everyone to get the most out of their time at DLG. Our benefits go beyond financial rewards to offer real choice, flexibility and balance — helping you focus on the things that matter most.

Be yourself

Direct Line Group is an equal‑opportunity employer, and we believe diversity in background and thinking is one of our greatest strengths. We’re proud to be one of the UK’s Top 50 Inclusive Employers and are committed to creating a workplace where everyone can be themselves and thrive.

We know you are more than just a CV. If you need any adjustments during the recruitment process, our team will be happy to support you.