At a Glance
- Tasks: Lead and coach teams to achieve outstanding service results in a fast-paced environment.
- Company: Join a dynamic company with a century-long legacy and exciting growth plans.
- Benefits: Enjoy hybrid work, health cash plans, discounts, and leadership development opportunities.
- Other info: Experience a creative culture focused on continuous improvement and personal growth.
- Why this job: Be part of a transformative journey, making a real impact on customer service excellence.
- Qualifications: Strong communication skills, problem-solving abilities, and a passion for coaching.
The predicted salary is between 40000 - 50000 £ per year.
Contract: Permanent, full time
Location: Both Remote and Hybrid, with the option to work from home and in one of our office locations in Nottingham, Bedworth or Brighton
Hours: 37.5 hours per week
Closing date: Wednesday 12th August
Are you a highly driven people leader who has a passion for coaching and developing your teams to achieve fantastic results? Are you excited by a fast-paced and agile working environment where you can help us in our journey to achieve our vision to become a world-class service organisation? We are now excited to be recruiting a Team Leader for our Service Excellence department.
Key Responsibilities:
- Provide real-time sales and knowledge support
- Support escalation calls and provide coaching and feedback where needed
- Support new agents during and immediately after completion of induction through coaching and developing their skills and knowledge
- Provide immediate development QA feedback and agree effective coaching plans
- Provide flexibility through completing call-taking activities as a part of BAU activity to ensure relevant, current knowledge and to maintain customer service and sales skills
- Give feedback to enhance agent and team performance
- Review intraday performance and focus the team on areas of need
- Support with additional coaching requirements within the team, sharing expertise, best practice and acting as a mentor for others
- Work with L&D during call-taking activities in Induction
- Hold team huddles when required
- Role model behaviours to drive our professional standards and coach people against those
- Maintain a focus on continuous improvement and work closely with other Performance and Knowledge Specialists and support functions such as L&D and IT to enhance the overall performance of the area
- Build and maintain key relationships with stakeholders across the business to support your team effectively and promote our “one team” culture
- Design, manage and track incentives across the team and department whilst sticking to assigned budget and demonstrating positive results
About You:
To be successful in this role, you will have:
- Effective interpersonal, written and communication skills at all levels, both internal (to Director level) and externally
- Excellent problem-solving skills
- You will be highly organized with the ability to prioritise tasks effectively and able to remain calm under pressure
- Ability to improve performance through effective coaching
- Ideally, you will have experience within Consumer Electronics, Domestic Appliance or Central Heating sectors
- Passion, drive and capability to become a leader of leaders
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!
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 Excellence Team Leader in Nottingham employer: Domestic & General
Domestic & General is an exceptional employer, offering a dynamic work environment in Wimbledon where innovation meets employee well-being. With a strong focus on professional growth, competitive salaries, and a comprehensive benefits package including generous holiday allowances and health plans, we ensure our team members feel valued and supported. Join us to be part of a collaborative culture that prioritises inclusivity and sustainability while making a meaningful impact across 14 countries.
StudySmarter Expert Advice🤫
We think this is how you could land Service Excellence Team Leader in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Domestic & General. 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 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 Excellence 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 Domestic & General:Your cover letter is your chance to shine! Tell us why you want to work at Domestic & General 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!
How to prepare for a job interview at Domestic & General
✨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.
