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Direct Line Group Logo Direct Line Group · Customer Service

Control Room Advisor

United Kingdom, Glasgow · Job Posted May 31, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • 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
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