Direct Line Group Employee Reviews

Pros- The company is very well organised and there are multiple opportunities to support other roles in the department and gain new skills. Good rapport in teams. Rewarded by monthly bonuses. Cons- Favouritism, unprofessionalism and hypocrisy is common amongst managers which can be demotivating and contributes towards a toxic environment. Highly monitored on KPIS and efficiencies (can't go more than a few seconds over allocated time of your breaks/ 'comfort breaks'

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Management Incompetent Bullies

Paint Technician (Former Employee) - Salford - 28 November 2023

You're not helped in hitting your targets unless you're in special favour with the team leader. Some people are treated very well, others aren't. You aren't given enough work, you're given jobs that aren't ready to be worked on. Poor organisation. Forced to work overtime for free. I learnt a lot while I was there. Management are terrible. They'll disrespect in front of other people, lie about you, and set you up. Nothing's ever their fault. Complete nightmare to work with. Bullies. Hardest part of the job is dealing with team leaders/management throughout the company. They're "perfect" but they'll set you up and then blame you for the reason you failed. You're promised the world and they deliver nothing. They don't care about you, they care about their figures. Even if you're above target you're not safe. I seen them disrespect the workers every single day when I was there. Even though they couldn't lace their boots. The technicians i worked with were fantastic, very helpful/supportive. I was forced to resign. I'd never work there again due to the incompetence and bullying tactics of the managers/team leaders there. Can't/won't work with bullies.

Pros

The technicians who actually do the work

Cons

Won't let you book a holiday, bullying managers, no support

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Insights into Direct Line Group

Based on 185 survey responses

Areas for improvement

Energising work tasks
General feeling of work happiness
Sense of belonging

Busy but fun

Complaints Handler (Former Employee) - Leeds, West Yorkshire - 21 November 2023

A great career entry role, large company lots of benefits. Friendly colleagues. There is alot to keep you b.usy and people generally get along. Lots of job opportunities

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Great place to work

SME consultant (Current Employee) - Bristol - 9 November 2023

Good staff, good company benefits (company look after you), systems need improvement as outdated and slow which causes some issues when taking calls sometimes

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Average

Claims Handler (Former Employee) - Glasgow, Glasgow - 7 November 2023

Used to be a great place to work but very target focused now which has took personalisation away from customers but also the relationship with managers. Hours are not flexible and weekend work is required.

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Just a number

Customer Service Advisor (Former Employee) - Crosshill - 30 October 2023

The work feels monotonous. Your just a number to the company. Your there to do the job and not much else in between. Training is done at home and if your not picking it up at the same rate as everyone else, you kind of get left behind to get on with it. Scripted and timed telephone calls with customers, some of which have had noone to speak to all day. Very robotic-like. Its a good job if you are quite tech-savvy I suppose

Pros

Wages are great

Cons

No personal touch

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The worst place I’ve ever worked

Customer Service Advisor (Former Employee) - Doncaster, South Yorkshire - 27 October 2023

Literally the most toxic environment to work in. Left just after COVID lockdown and it was the best decision I ever made. Unless you want management to be on your case 247, want to be moved from department to department with last minute changes sprung on you. Only a weeks worth of “training” and no support then yes I would recommend this place.

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Relentless

Sales, retention and service consultant (Former Employee) - Doncaster - 26 October 2023

The pay and benefits are good but the company has fallen off dramatically over the last few years. Systems don’t work, inbound call queues are relentless , sales prices are astronomical. Genuinely loved working there when I started and I hung on for years waiting for the promised ‘fixes’ to the above issues but realised they are sadly never coming

Pros

Pay, benefits, 30 mins paid breaks

Cons

Frustrating system issues and endless calls

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Good place to work

Retention Consultant (Former Employee) - Bristol - 24 October 2023

A lot of targets to hit every month but overall a good company to work for. Theresalways help available and coaching given when needed. Frequent monthly incentives

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Pretty decent place to work

Customer Service Advisor (Former Employee) - Home Based - 18 October 2023

Decent place to work. The average day to day in my role was call handling. If you like shift work instead of a set 9-5 then this might be for you. They are quite data driven which has its uses.

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Body Shop Technicians

Good management but pay is poor comparing to other insurance companies

Motor Insurance Claims Advisor (Former Employee) - Glasgow - 14 October 2023

What is the best part of working at the company?As a mother , the best place I worked was direct line , any day requested is always granted and the team leaders are all friendly to approach What is the most stressful part about working at the company?Because we deal with more than five motor companies for claims there are not much time in between calls and the pay not enough to compensate the stressful What is the work environment and culture like at the company?Excellent my only bad experience was with the security at the premises he is just an idiot I What is a typical day like for you at the company?Calls all day and team meetings with refreshing pizza ate , it a good working environment

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Not fun, given more work for same money.

Insurance Claims Handler (Current Employee) - Leeds City Centre, West Yorkshire - 8 October 2023

I've been given a new role which involves a lot more admin work, and I get a lot more complaints, but I was given no new training or any extra pay. Not worth the hassle.

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Boring

Motor insurance renewals, retention and sales consultant (Current Employee) - Leeds, West Yorkshire - 4 October 2023

What is the best part of working at the company?Benefits added to the job like discounted insurance and breakdown cover What is the most stressful part about working at the company?The constant repetitive feeling and highly scripted call points What is the work environment and culture like at the company?It’s decent the management can be problematic when it comes to extra support and the way they handle certain situations What is a typical day like for you at the company?Stressful to say the least and very mins numbing

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exhausting and disheartening

Customer Service Representative (Current Employee) - Doncaster - 30 September 2023

What is the best part of working at the company?The benefits package and the option to work from homeWhat is the most stressful part about working at the company?No variety of work just repeat calls without a gap. strict targets on wrap so you have to complete all work,notes,complaints and internal communication with the customer on the phone to avoid exceeding your wrap target. What is the work environment and culture like at the company?They present and aspire to be all inclusive and supportive of growth. The people on the phones taking calls don't feel this way. They need to be focused on taking calls and there is no time to be included in the bigger organisation,no time off the phones to be included. What is a typical day like for you at the company?log on with a regular 9 hr shift take call after call.

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Just a number not a human

Sales Consultant (Former Employee) - Leeds, West Yorkshire - 29 September 2023

Your just a number & not treat like a person. Some team leaders are creepy. . I was spoken to like I was 4. They go on about values & they don't live or treat you how they say. No job progression unless your a "favourite" I was there for 13 years & the last 5 years were painful. Best thing I ever did was leave

Pros

No weekends with the late shift

Cons

Treat as a number not a human

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decent place to work

Customer Service Advisor (Former Employee) - Bristol - 28 September 2023

good staff and managers. - work is very monotonous as expected but solid company with great bonus for those that are consistenly retaining customers.

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Progression

Insurance Consultant (Former Employee) - Doncaster, South Yorkshire - 28 September 2023

They expect you to step up into team leaders roles without actually paying you for the additional responsibility, if anything you take a pay cut due to not being able to earn your usual bonus of being on the phone with customers. Your face needs to fit obviously to even be considered to 'step up' experience or talent has nothing to do with it. It has a very toxic culture among the higher ups.

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Good company

Claims Handler (Former Employee) - Glasgow City Centre, Glasgow - 22 September 2023

Good job especially the actual investing. Everyone friendly. They did train everyone on having their own case load but it all fell through because some staff couldn't keep up but the new process was much better.

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Its an ok place if you are in with the clique

Team Leader (Former Employee) - Doncaster, South Yorkshire - 20 September 2023

started off really good but then you realise there is cliques and if the managers don't like you or you aren't in their group its a hard place to work.

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Used to be great

Claims Handler (Current Employee) - Leeds - 14 September 2023

Worked here for 4/5 years, started in claims where you were treated fairly and the job was somewhat varied. Moved to become a settlement engineer and realised quickly that upper management clearly dont care about your opinion, input or how difficult the job is. Targets they set are "achievable" which whilst 1 or 2 out of 10 may hit, the rest do not. Would not recommend right now as the management is horrendous.

Pros

monday to friday, 9-5 job

Cons

over worked and underpaid, management couldnt care less.

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nice place to work

Consultant (Former Employee) - Ipswich, Suffolk - 12 September 2023

Good people to work with. Company was helpful to provide work life balance which is hard to find in a call centre environment. Pay and bonus structure was good.

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