Location: Remote
Contract Type: Permanent, 37.5 hours per week
Closing Date: Friday 26th September
D&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.
Team Leaders 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.
Key Responsibilities:Proactively 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.
Competent use of Microsoft programs including outlook, excel, word, power-point with the ability to use multiple systems at one time.
PERSON SPECIFICATIONSkills:Essential
Time management & planning skills.
Communication skills - Strong oral and written communication skills.
Influencing skills & strong relationship building
Analytical skills - Ability to assess and interpret technical data relating to business performance.
The ability to coach & develop to unlock individuals potential.
Problem solving – solution focused.
Results-Oriented – Ability to drive your team to achieve targets.
Motivational Skills
Ability to work under own initiative, independently as well as part of a team.
Able to challenge constructively and use data to support an idea or suggestion.
Desirable
Reporting skills at a high level.
High level of emotional intelligence.
Confident in delivering difficult feedback, including peer group.
Ability to take on senior level responsibilities to support department & wider business.
Essential
Knowledge of the key & relevant regulations with a focus on creating a customer centric culture that drives the right outcome for the customer.
Essential
Sales experience
Coaching & developing others.
Desirable
Managing & leading a sales team.
Working in a regulatory environment.
We offer lots of great benefits! Some of which include:
Competitive salary and annual discretionary bonus
25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
Training opportunities as well as clearly defined career progression
Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
Attractive company pension scheme
Life assurance – employer funded cover of 4x basic salary
Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
Salary Finance – access to savings and borrowing through payroll
Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
Travel Loans – interest free loans to help spread the cost of annual travel tickets
Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
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
Employee discounts – with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes 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.
