Service Excellence Team Leader — Hybrid/Remote Coaching

Domestic & General; Brighton; Hybrid; GBP 32,000 - 42,000; 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 seeking a Team Leader for our Service Excellence department in the UK, offering hybrid and remote work with offices in Nottingham, Bedworth and Brighton. The role focuses on coaching, real-time support, and developing agents to deliver excellent customer service.

You will lead performance improvement through coaching, liaise with L&D and IT, and maintain strong stakeholder relationships while driving team incentives within budget.

Qualifications

• Effective interpersonal and written communication skills at all levels.
• Excellent problem-solving abilities.
• Highly organized with the ability to prioritise tasks and stay calm under pressure.
• Ability to improve performance through coaching.
• Ideally experience in Consumer Electronics, Domestic Appliance or Central Heating sectors.
• Passion and capability to lead leaders.

Responsibilities

• Provide real time support.
• Coach and feedback on escalation calls.
• Coach new agents during induction and post-induction development.
• Contribute to QA feedback and coaching plans.
• Balance call-taking with BAU activities to maintain knowledge and skills.
• Analyze agent performance data and coach to improve results.
• Review intraday performance and target areas of need.
• Mentor other team members and share best practices.
• Collaborate with L&D during induction and call-taking activities.
• Hold team huddles as needed.
• Model professional behaviours and coach accordingly.
• Build relationships with stakeholders to promote a one-team culture.
• Design and track incentives within budget to deliver results.

Skills

Coaching

People leadership

Stakeholder management

Communication

Job description

Domestic & General is seeking a Team Leader for our Service Excellence department in the UK, offering hybrid and remote work with offices in Nottingham, Bedworth and Brighton. The role focuses on coaching, real-time support, and developing agents to deliver excellent customer service.

You will lead performance improvement through coaching, liaise with L&D and IT, and maintain strong stakeholder relationships while driving team incentives within budget.