Service Excellence Team Lead | Hybrid/Remote Coaching

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

Benefits offered by this job

Health plan

Discounts and Rewards

Electric vehicle leasing

Long service awards

Salary Finance loans

Job summary

Domestic & General is hiring a Team Leader for the Service Excellence department in a hybrid role with Nottingham, Bedworth or Brighton offices and remote options. This 37.5-hour week position leads coaching, real-time support and performance improvement across the team to deliver exceptional customer service.

You will coach agents, manage escalations and partner with L&D and IT to drive continuous improvements, while building strong stakeholder relationships and maintaining a proactive, “one

Qualifications

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

Responsibilities

• Provide real time support.
• Support escalation calls and provide coaching and feedback.
• Coach new agents during induction and after, with QA feedback and development plans.
• Complement BAU with call-taking activities to maintain knowledge and skills.
• Give feedback to improve agent and team performance using data available.
• Review intraday performance and focus the team on areas of need.
• Provide additional coaching and mentor others within the team.
• Collaborate with L&D during call-taking activities in Induction.
• Hold team huddles as required.
• Model behaviours to drive professional standards and coach accordingly.
• Focus on continuous improvement and work with Performance, Knowledge Specialists, L&D and IT.
• Build and maintain stakeholder relationships to promote a one team culture.
• Design, manage and track incentives across the team within budget.

Skills

Interpersonal skills

Problem solving

Organizational skills

Coaching experience

Leadership potential

Consumer electronics experience

Job description

Domestic & General is hiring a Team Leader for the Service Excellence department in a hybrid role with Nottingham, Bedworth or Brighton offices and remote options. This 37.5-hour week position leads coaching, real-time support and performance improvement across the team to deliver exceptional customer service.

You will coach agents, manage escalations and partner with L&D and IT to drive continuous improvements, while building strong stakeholder relationships and maintaining a proactive, “one