Domestic & General
Team Leader - DG Outbound
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Team Leader - DG Outbound
Team Leader - DG Outbound
Contract Type: Permanent Location: Remote
About the Purpose
Domestic & General (D&G)’s purpose is to make the world a better place, one repair at a time, with a mission to keep our customers' world running.
As a Team Leader, you will play a pivotal role in driving the right outcomes for colleagues, customers, and the company, by developing, managing, and leading a high-performing team of customer-focused agents. Your responsibilities will include ensuring overall compliance as well as customer experience and sales outcomes.
Team Leaders will be responsible for and measured against a range of KPIs, including:
- Quality assurance
- Sales units & conversion
- Hours delivered (OB)
- Average handling time (IB)
- Engagement scores
- Attrition
- Absence management
About You
To be successful in this role, you will need to demonstrate the following abilities:
- Demonstrate experience leading a sales team in a regulated environment
- Drive results and consistently deliver against targets in a sales environment
- Coach, develop, and motivate individuals to maximise performance and potential
- Build strong relationships and influence stakeholders at all levels
- Analyse and interpret performance data to inform decisions and improve outcomes
- Lead performance through clear expectations, high standards, and continuous improvement
- Communicate effectively, both verbally and in writing
- Demonstrate a strong customer focus, ensuring the right outcomes are achieved
- Solve problems proactively with a solution-focused mindset
- Adapt positively to change and lead others through ambiguity
- Confidently challenge constructively, using insight and data to support ideas
- Apply knowledge of relevant regulations to maintain a compliant, customer-centric approach
- Handle difficult conversations and manage conflict to achieve positive outcomes
- Collaborate with colleagues and share knowledge to support wider business success
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The Role
Your role will involve:
- Proactively managing calls, listening, conducting:
- 1-to-1s
- coaching sessions
- team meetings
- huddles
- Setting high sales and performance standards, and SMART actions to drive continuous improvement
- Establishing a customer-centric culture within your team and the wider department, striving for:
- First call resolution
- An excellent standard of service for all new and existing customers
- Continuously enhancing the business culture by:
- Raising the bar with the team
- Acting on feedback
- Engaging through communication initiatives
- Focusing the team on delivering sales performance, identifying and improving areas of development through coaching
- Balancing the delivery of sales targets with providing customers an excellent level of service
- Engaging the team through displays of resilience and strong leadership capability
- Maintaining a culture of compliance in:
- Procedures
- Regulation
- Conduct
- Data protection
- Resolving escalated customer queries, ensuring compliance with FCA principles, with the customer at the heart of the approach
- Managing the priorities of multiple activities and stakeholders to meet diverse and conflicting deadlines
- Being open to innovation, understanding principles of change management, and coaching others through change
- Collaborating with peers and key stakeholders to share knowledge and ideas across the business
- Demonstrating role model behaviours and embodying core values, encouraging others in doing so
- Keeping a clear focus on goal achievement, confronting problems, conflicts, and obstacles
- Ensuring delivery of all KPI metrics within the team, resulting in achieving departmental and wider business budgets
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Benefits
At Domestic & General, there are numerous ways in which we prioritise you:
- Personal and Professional growth with:
- Internal Mobility programmes
- Leadership development programmes
- Hybrid role options for work-life balance
- High-value benefits:
- Instant discounts
- New credit building tool
- Salary Finance Loans
- Electric vehicle leasing
- Long service awards
- Domestic & General Protection plan: One free plan each year + discounted rates of up to 50% on additional plans, including referral discounts for family and friends
About Domestic & General
Domestic & General is a company with a 100-year legacy, proud of our trusted future. We are excited about our future growth plans and expanding our horizons, entering new international markets. Our expertise is what will help shape this journey.
For over 100 years, we’ve been a trusted aftercare provider for domestic appliances, servicing over 16 million customers.
Here, you’ll receive:
- Tailored support and training for career development
- Flexibility to progress in the chosen direction
- Opportunities to be part of a transformative journey, turning a 100-year-old business into a tech-driven platform with a global reach
Join Us!
Do you have the skills, passion, and dedication to help us thri
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