Team Leader - DG Outbound

PLC D&G Group Limited; Nottingham; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Credit building tool

Salary Finance Loans

Electric vehicle leasing

Long service awards

Protection plan for you and family

Job summary

Domestic & General is seeking a Team Leader for the DG Outbound unit in Nottingham. Hybrid role, leading a ~15-strong outbound sales team to hit sales and customer service KPIs while coaching for growth.

You will drive performance, deliver coaching, and manage priorities in a fast-paced environment with sales-driven culture.

Qualifications

• Demonstrate capability of delivering sales targets whilst providing our customers with an excellent level of service.
• Target focused across metrics including team culture engagement scoring and customer NPS results.
• Collaborate with peers and stakeholders to share knowledge across the business.
• Understand customer needs with a focus on doing the right thing for customers.
• Display role model behaviours when dealing with customer requirements.
• Lead and develop agents to improve sales performance and engagement.
• Manage multiple priorities and deadlines with clear communication.

Responsibilities

• Lead a team of around 15 sales agents in a DG Outbound function.
• Drive hit of KPIs such as Sales Per Hour, Cross Sales, Productivity and Call Quality.
• Coach, mentor and develop team members through 1:1s and team meetings.
• Balance customer protection solutions with sales targets in a fast-paced environment.

Skills

Sales targets

Coaching

People leadership

KPI focus

Change management

Team development

Stakeholder collaboration

Performance coaching

Job description

Team Leader - DG Outbound

Salary: £32,000- £38,000 + Bonus

Contract: Permanent, full time

Location: Nottingham - Hybrid

About the role

Are you a highly, driven sales and people leader who has a passion for coaching and developing their 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 Team Leaders for our sales focused DG Outbound department. This is a very exciting time to join us. Our future aim? To be a company that not only provides world class sales through customer service but also embodies a culture of high sales performance, digital capabilities, reward and recognition.

About You

To be successful in this role, you will be able to:

• Demonstrate capability of delivering sales targets whilst providing our customers with an excellent level of service and engaging your team
• Target focused across all key metrics including team culture engagement scoring and customer NPS results
• Collaborate with peers and key stakeholders to share knowledge and ideas across the business
• Understand customer needs, with a focus on doing the right thing for our customers
• Display role model behaviours when dealing with customer requirements
• Focus the team on delivery and sales performance, identifying and improving through coaching areas of development
• Be open to innovation, understanding the principles of change management and coaching others’ through change
• Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines
• Maintain a clear focus on goal achievement, confronting problems, conflicts and obstacles
• Stay focused under pressure whilst working effectively, remaining focused on sales performance during busy periods
• Take responsibility to manage all people related issues, clearly communicating the expectations of agents
• Proactively call listen, conduct 121s, team meetings and huddles; setting high sales and performance standards and can immediately respond, providing solutions
• Understand the role employee engagement plays in commercial performance and workplace culture
• Continuously strive to enhance the culture of the business, raising the bar with the team through engagement initiatives and effective communication
• Show a passion, drive and capability to become a leader of leaders

The Role

The role will be hybrid, working 37.5hrs per week. Your team will consist of around 15 sales agents who make outbound calls to customers. You’ll be supporting the team to ensure customers are provided with the most appropriate insurance protection solutions, balanced with a focus on hitting sales and people based KPI’s, such as Sales Per Hour, Cross Sales, Productivity, Call Quality, people management/development. Our passion, determination and ambition lead us to set ourselves more and more challenging targets, which means you’ll be constantly striving to ensure we are optimising our culture and people.

Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.

Benefits

• 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

Culture

The culture at Domestic & 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.

Equal Opportunities

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.

Our Story

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. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We're transforming a 100-year-old business into a tech-driven platform with a global reach. But to do that, we'll need a range of skills from all walks of life. Think you can help?