At a Glance
- Tasks: Lead and develop a dynamic Service Watch team to enhance customer repair experiences.
- Company: Join Domestic & General, a creative and fast-moving company with a rich legacy.
- Benefits: Enjoy hybrid work, health plans, discounts, and opportunities for personal growth.
- Other info: Be part of an exciting transformation and contribute to our growth journey.
- Why this job: Make a real impact by improving service delivery and customer satisfaction.
- Qualifications: Experience in operational environments and strong leadership skills required.
The predicted salary is between 56250 - 68750 £ per year.
We’re looking for a Service Watch Team Leader to lead, motivate and develop our Service Watch team, ensuring we continue to deliver an excellent repair experience for our customers. You’ll take ownership of workflow management across our White Goods repairs, using data and timely interventions to maximise productivity, improve supplier performance and deliver against key service levels. Working closely with teams across Operational Services and Customer Delivery, you’ll play an important role in continuously improving how we deliver for our customers.
About You
- Demonstrate experience of delivering against KPIs within claims, repairs or a similar operational environment.
- Lead, motivate and develop a team, providing constructive feedback and supporting professional development.
- Use data and operational insight to identify issues, make effective decisions and drive continuous improvement.
- Build strong and productive relationships with internal teams and external suppliers.
- Communicate confidently and effectively with stakeholders at all levels, including senior leaders.
- Take a proactive, solutions-focused approach to improving customer outcomes, productivity and service delivery.
The Role
- Lead and develop the Service Watch team, driving consistent productivity, performance and excellent customer outcomes.
- Manage workflow across White Goods repairs, using available data to make timely interventions and achieve service levels and daily targets.
- Monitor work in progress, team output and supplier performance to identify opportunities for continuous service improvement.
- Lead daily team huddles and regular 1-2-1s, providing clear direction around performance, targets and development.
- Build productive relationships with suppliers to improve performance against KPIs and minimise repairs falling outside agreed service levels.
- Work collaboratively across Operational Services and Customer Delivery teams to improve the end-to-end repair experience.
- Contribute to the development of operational processes, ensuring alignment with D&G policies, procedures, service standards, the Target Operating Model and Repairer Service Level Agreements.
- Drive consistent decision-making and early intervention throughout the customer repair journey, balancing customer satisfaction, productivity and long-term costs.
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 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.
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.
Service Watch Team Leader in Bedworth employer: Domestic & General Group
At Domestic & General, we pride ourselves on being an exceptional employer, offering a dynamic work culture in our Wimbledon office that fosters collaboration and innovation. Our commitment to employee growth is evident through comprehensive training opportunities and a clearly defined career progression path, alongside a competitive salary and extensive benefits package that prioritises health and wellbeing. Join us to be part of a forward-thinking team where your contributions directly impact business performance and strategic decision-making.
StudySmarter Expert Advice🤫
We think this is how you could land Service Watch Team Leader in Bedworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Domestic & General Group. 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 Domestic & General Group 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 Service Watch Team Leader in Bedworth
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 Domestic & General Group:Your cover letter is your chance to shine! Tell us why you want to work at Domestic & General Group 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 Domestic & General Group!
How to prepare for a job interview at Domestic & General Group
✨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.
