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

Contract: Permanent, full time

Location: Both Remote and Hybrid, with the option to work from home and in one of our office locations in Nottingham, Bedworth or Brighton

Hours: 37.5 hours per week

Closing date: Friday 9th October

Are you a highly, driven people leader who has a passion for coaching and developing your teams to achieve fantastic results?

Are you excited by a fast-paced and agile working environment where you can help us in our journey to achieve our vision to become a world class service organisation?

We are now excited to be recruiting a Team Leader for our Service Excellence department.

Key Responsibilities

• Provide real time support
• Support escalation calls and provide coaching and feedback where needed
• Support new agents during and immediately after completion of induction through coaching and developing their skills and knowledge. Provide immediate development QA feedback and agree effective coaching plans
• Provides flexibility through completing call taking activities as a part of BAU activity to ensure relevant, current knowledge and to maintain customer service and sales skills
• Give feedback to enhance agent and team performance. To have an in depth understanding of the Agents performance (using appropriate data available) and coaches to improve performance
• Review intraday performance and focus the team on areas of need
• Support with additional coaching requirements within the team, sharing expertise, best practice and acting as a mentor for others
• Works with L&D during call-taking activities in Induction
• Hold team huddles when required
• Role model behaviours to drive our professional standards and coach people against those
• Maintains a focus on continuous improvement and works closely with other Performance and Knowledge Specialists and support functions such L&D and IT to enhance the overall performance of the area.
• Build and maintain key relationships with stakeholders across the business to support your team effectively and promote our "one team" culture.
• Design, manage and track incentives across the team and department whilst sticking to assigned budget and demonstrating positive results.

About You

To be successful in this role, you will have:

• Effective interpersonal, written and communication skills at all levels, both internal (to Director level) and externally.
• Excellent problem solving skills.
• You will be highly organized with the ability to priorities tasks effectively and able to remain calm under pressure.
• Ability to improve performance through effective coaching.
• Ideally you will have experience within Consumer Electronics, Domestic Appliance or Central Heating sectors.
• Passion, drive and capability to become a leader of leaders.

Working for us, works for you

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth,

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.