Service Excellence Team Leader

Domestic & General; Nuneaton and Bedworth; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Salary Finance Loans

Electric vehicle leasing

Long service awards

Free protection plan

Job summary

Domestic & General is recruiting a Service Excellence Team Leader to coach and develop high performing agents in a fast-paced, agile environment. The role combines remote and hybrid working options with office locations in Nottingham, Bedworth or Brighton.

You will lead real-time sales support, coach induction teams, review intraday performance, and collaborate with L&D, IT and other teams to drive continuous improvement and a culture of “one team.”

Qualifications

• Effective interpersonal and communication skills at all levels.
• Highly organised with ability to prioritise tasks and stay calm under pressure.
• Experience coaching to improve performance.

Responsibilities

• Provide real time sales and knowledge support.
• Support escalation calls and provide coaching feedback where needed.
• Support new agents during and after induction through coaching and developing their skills and knowledge; provide QA feedback and coaching plans.
• Provide immediate development QA feedback and agree effective coaching plans.
• Take part in BAU call-taking activities to ensure current knowledge and maintain customer service and sales skills.
• Give feedback to enhance agent and team performance.
• Review intraday performance and focus the team on areas of need.
• Build and maintain key relationships with stakeholders across the business to promote our one team culture.
• Design, manage and track incentives across the team and department within budget and demonstrate positive results.

Skills

Leadership

Coaching

Communication

Problem solving

Organisational skills

Stakeholder management

Job description

Service Excellence Team LeaderContract: Permanent, full timeLocation: Both Remote and Hybrid, with the option to work from home and in one of our office locations in Nottingham, Bedworth or BrightonHours: 37.5 hours per weekClosing date: Friday 9th OctoberAre 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 sales and knowledge supportSupport escalation calls and provide coaching and feedback where neededSupport 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 plansProvides flexibility through completing call taking activities as a part of BAU activity to ensure relevant, current knowledge and to maintain customer service and sales skillsGive 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 performanceReview intraday performance and focus the team on areas of needSupport with additional coaching requirements within the team, sharing expertise, best practice and acting as a mentor for othersWorks with L&D during call-taking activities in InductionHold team huddles when requiredRole model behaviours to drive our professional standards and coach people against thoseMaintains 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 youPersonal 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 awardsFree 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 friendsThe 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, apply now!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.