At a Glance
- Tasks: Lead a high-performing team to drive customer satisfaction and sales outcomes.
- Company: Join a dynamic company focused on making the world better through repairs.
- Benefits: Enjoy a hybrid role, health cash plan, discounts, and growth opportunities.
- Other info: Great career development and networking opportunities await you!
- Why this job: Be part of a transformative culture that puts customers first and values your input.
- Qualifications: Experience in leading sales teams and a strong customer focus required.
The predicted salary is between 30000 - 40000 £ per year.
D&G’s purpose is to make the world a better place, one repair at a time with a mission to keep our 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.
About You
- 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
The Role
- 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 & breathe 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.
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 and 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.
Team Leader - DG Outbound in Nottingham employer: Domestic & General Group
Domestic & General is an exceptional employer that prioritises personal and professional growth, offering robust internal mobility and leadership development programmes. With a creative and fast-moving culture, employees enjoy a hybrid work-life balance, comprehensive health benefits, and unique perks such as electric vehicle leasing and long service awards, all while being part of a transformative journey focused on customer satisfaction.
Contact Details:
Domestic & General Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - DG Outbound in Nottingham
✨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 Team Leader - DG Outbound 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 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.
