Remote/Hybrid Service Excellence Team Leader

Domestic & General; Bedworth; Hybrid; GBP 42,000 - 54,000; 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 seeking a Team Leader for its Service Excellence department. The role focuses on coaching and developing teams to deliver outstanding customer service in a fast-paced, agile environment.

You will provide real-time support, coach on escalation calls, and drive continuous improvement across the team. The ideal candidate will lead with strong interpersonal skills, coach performance, and build strong stakeholder relationships to support our one-team culture.

Qualifications

• Effective interpersonal, written and communication skills at all levels, both internal (to Director level) and externally.
• Excellent problem solving skills.
• Highly organized with the ability to priorities tasks effectively and remain calm under pressure.
• Ability to improve performance through effective coaching.
• Experience within Consumer Electronics, Domestic Appliance or Central Heating sectors preferred.

Responsibilities

• Provide real time support to the team.
• Coach and feedback on escalation calls; develop agents' skills.
• Induct and develop new agents with coaching plans; QA feedback.
• Support with call-taking activities to maintain knowledge and skills.
• Analyse agent performance and coach to improve results.
• Review intraday performance and focus team on improvement areas.
• Share expertise and mentor others within the team.
• Collaborate with Learning & Development during induction and training.
• Hold team huddles and model professional behaviours.
• Work with other specialists and support functions to enhance performance.
• Build relationships with stakeholders to promote a one-team culture.
• Design, manage and track incentives within budget; demonstrate results.

Job description

Domestic & General is seeking a Team Leader for its Service Excellence department. The role focuses on coaching and developing teams to deliver outstanding customer service in a fast-paced, agile environment.

You will provide real-time support, coach on escalation calls, and drive continuous improvement across the team. The ideal candidate will lead with strong interpersonal skills, coach performance, and build strong stakeholder relationships to support our one-team culture.