At a Glance
- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Join a dynamic company with a strong focus on customer satisfaction.
- Benefits: Enjoy hybrid work, health plans, discounts, and career development opportunities.
- Other info: Be part of a creative culture during an exciting period of growth.
- Why this job: Make a real difference by helping customers and leading a passionate team.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 28350 - 34650 £ per year.
Working in our Complaints department you will support a team of Complaints Handlers who are a key point of contact for customers with insurance and/or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.
You will support your team in engaging with our customers to understand, address and resolve issues whilst adhering to treating customers fairly principles and FCA guidelines. You’ll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.
The role will be hybrid, working 37.5hrs per week on a rotational shift pattern between 8am and 6pm, Monday – Friday.
The role:
- Managing team performance
- Collaborate with peers and key stakeholders to share knowledge and ideas across the business
- Leading and promoting team morale and driving engagement within the team and department
- Take responsibility to manage all people related issues, clearly communicating the expectations of your team
- Carrying out company procedures, such as formal HR meetings and formal conversations.
About You
To be successful in this role, you will have:
- Previous experience in Customer service / Complaints
- An understanding of the FCA regulatory process for the insurances sector
- Strong coaching ability and be able to develop team members
- Excellent time management and prioritisation skills
- Confidence to lead and present in meetings
- Passion for providing excellent customer service and the best resolution for our customers
Working for us, works for you:
- Personal 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 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
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, 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.
Complaints Team Leader in Nottingham employer: D&G Group Limited
Domestic & General is an exceptional employer that prioritises personal and professional growth, offering robust internal mobility programmes and leadership development opportunities. With a vibrant work culture that embraces creativity and transformation, employees enjoy a hybrid work model that promotes work-life balance, alongside a comprehensive benefits package including health plans and discounts. Join us in Nottingham to be part of a dynamic team dedicated to delivering outstanding customer service and making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at D&G Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like D&G Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Team Leader in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to D&G Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at D&G Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at D&G Group Limited!
How to prepare for a job interview at D&G Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
