Team Leader - DG Outbound

Domestic-; Nottingham; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Hybrid role

Health Cash Plan

Instant discounts

Credit building tool

Salary Finance Loans

Electric vehicle leasing

Long service awards

Job summary

Domestic & General is seeking a Team Leader for the Nottingham hybrid outbound team. You will lead a high‑performing group of customer‑facing agents, drive sales outcomes, and ensure regulatory compliance.

You will coach, develop and motivate the team, build strong stakeholder relationships and analyse performance data to improve outcomes. The role focuses on delivery against targets, quality assurance, and customer experience while maintaining FCA compliance and a customer-centric approach.

Qualifications

• Experience leading a sales team in a regulated environment.
• Ability to coach and develop individuals to maximise performance.
• Strong data-driven decision making.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead daily coaching sessions and team meetings.
• Set high sales and performance standards.
• Ensure compliance with FCA principles.
• Deliver excellent customer service and first‑call resolution.
• Analyse performance data to inform decisions.

Skills

Sales leadership

Coaching

Data analysis

Regulatory compliance

Stakeholder management

People management

Tools

CRM systems

Job description

Team Leader - DG OutboundContract Type: permanentLocation: Hybrid, based out of our Nottingham officeD&G’s purpose is to make the world a better place, one repair at a time with a mission to keep or customer’s world running.As a Team Leader you play your part by driving the right outcomes for colleagues, customers, and the company through developing, managing and leading a high performing team of customer-focused agents, being responsible for overall compliance as well as customer experience and sales outcomes. TeamLeaders are responsible for and will be measured against a range of KPIs, including quality assurance, sales units & conversion, hours delivery (OB) average handling time (IB) engagement scores, attrition and absence management.About YouTo be successful in this role, you will be able to:Demonstrate experience leading a sales team in a regulated environmentDrive results and consistently deliver against targets in a sales environmentCoach, develop and motivate individuals to maximise performance and potentialBuild strong relationships and influence stakeholders at all levelsAnalyse and interpret performance data to inform decisions and improve outcomesLead performance through clear expectations, high standards and continuous improvementCommunicate effectively, both verbally and in writingDemonstrate a strong customer focus, ensuring the right outcomes are achievedSolve problems proactively with a solution-focused mindsetAdapt positively to change and lead others through ambiguityConfidently challenge constructively, using insight and data to support ideasApply knowledge of relevant regulations to maintain a compliant, customer-centric approachHandle difficult conversations and manage conflict to achieve positive outcomesCollaborate with colleagues and share knowledge to support wider business successThe RoleProactively call listen, conduct 121s, coaching sessions, team meetings and huddles; setting high sales and performance standards, setting SMART actions to drive continuous improvements.Establish a customer centric culture with your team & the wider department, by striving to achieve first call resolution and excellent standard of service for all new and existing customers.Continuously strive to enhance the culture of the business, raising the bar with the team through engagement initiatives, acting on feedback and effective communication.Focus the team on delivery and sales performance, identifying and improving through coaching areas of development.Demonstrate capability to delivering sales targets whilst providing our customers with an excellent level of service and engaging your team.Take responsibility to manage all people related issues, clearly communicating the expectations of agents.Demonstrate resilience and strong leadership capability.Maintain a culture of compliance to procedures, regulation, conduct, data protection and compliance.Resolve escalated customer queries, ensuring compliance with FCA principles, putting the customer at the heart of what we do.Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines.Be open to innovation, understanding the principles of change management and coaching others through change.Collaborate with peers and key stakeholders to share knowledge and ideas across the business.Display role model behaviours, live & breath our core values whilst encouraging others to do the same.Maintain a clear focus on goal achievement, confronting problems, conflicts, and obstacles.Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.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!Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.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.