Sme Customer Service Representative

• 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

• 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

Commercial insurance experience, ideally within SME or related lines

• 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
• 22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
• Company contributions of 9% of your salary towards your pension
• Income protection on 50% of your salary for 5 years
• Life assurance cover at four times your salary
• Flexible benefits scheme
• Salary sacrifice scheme for fully electric and plug-in hybrid cars, and for private dental and medical cover
• Enhanced maternity, paternity, shared parental, and emergency dependant leave
• Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice
• Trained mental health first aiders (MHFA) for support whenever you need it
• Volunteering opportunities through our partnership with Neighbourly
• Up to £50 a month to match any contributions you make to your local community