Hybrid Service Excellence Lead | Coach & Develop Teams

Domestic & General Group; Nottingham, Bedworth, Brighton; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Credit building tool

Salary Finance Loans

Electric vehicle leasing

Long service awards

Free protection plan

Job summary

Domestic & General is recruiting a Service Excellence Team Leader to guide a high-performance team across Nottingham, Bedworth and Brighton. The role blends remote and office-based work with 37.5 hours per week, focusing on coaching, knowledge support and real-time performance improvement.

You will develop agents, manage escalation calls, partner with L&D, and drive incentives and continuous improvement while upholding professional standards and fostering a collaborative culture.

Qualifications

• Effective interpersonal, written and communication skills at all levels.
• Excellent problem solving skills.
• Highly organized with the ability to priorities tasks effectively and calm under pressure.
• Ability to improve performance through effective coaching.
• Experience within Consumer Electronics, Domestic Appliance or Central Heating sectors.
• Passion, drive and capability to become a leader of leaders.

Responsibilities

• Provide real time sales and knowledge support.
• Support escalation calls and provide coaching and feedback where needed.
• Support new agents during and after induction through coaching and developing their skills and knowledge.
• Provide immediate QA feedback and agree effective coaching plans.
• Contribute to maintaining current knowledge by taking on BAU call-taking activities.
• Give feedback to enhance agent and team performance.
• Assess agent performance using data and coach to improve results.
• Review intraday performance and focus the team on areas of need.
• Collaborate with L&D during induction and coaching activities.
• Lead team huddles and model professional behaviours.
• Drive continuous improvement with Performance, Knowledge Specialists, L&D and IT.
• Build relationships with stakeholders and promote a 'one team' culture.
• Design, manage and track incentives within budget and show positive results.

Skills

Interpersonal skills

Communication skills

Problem solving

Coaching

Organizational skills

Leadership

Job description

Domestic & General is recruiting a Service Excellence Team Leader to guide a high-performance team across Nottingham, Bedworth and Brighton. The role blends remote and office-based work with 37.5 hours per week, focusing on coaching, knowledge support and real-time performance improvement.

You will develop agents, manage escalation calls, partner with L&D, and drive incentives and continuous improvement while upholding professional standards and fostering a collaborative culture.