Operations Manager - Outbound Sales in Brighton

Operations Manager – Outbound Sales

Contract Type: Permanent, Full‑time. Location: Flexible, Hybrid/Remote.

About the Company

At Domestic & General, we’re passionate about putting our customers first. We are transforming a 100‑year‑old business into a tech‑driven platform with a global reach.

About You

• Inspire and lead high‑performing teams through coaching, mentoring and empowerment.
• Build strong relationships with stakeholders across the business and influence positive outcomes.
• Create a culture of accountability, engagement and continuous improvement.
• Successfully lead and embed change, supporting teams through new ways of working.
• Balance customer outcomes, colleague experience and business performance to deliver sustainable results.
• Use data, insight and operational KPIs to drive performance improvements.
• Recognise and develop talent, supporting individuals to reach full potential.
• Communicate effectively at all levels, adapting your approach to different audiences.
• Drive compliance and risk management while maintaining a customer‑first mindset.
• Share best practice and collaborate with colleagues to support wider business objectives.

The Role

• Lead the day‑to‑day delivery of operational plans, ensuring customers remain at the heart of every decision.
• Create the culture, pace and tone of the operation by coaching and developing Team Leaders and future leaders.
• Drive engagement, motivation and performance through meaningful conversations and strong leadership behaviours.
• Embed Domestic & General values and ways of working across your teams.
• Champion continuous improvement initiatives and contribute to the wider contact centre change agenda.
• Establish clear expectations, objectives and accountability frameworks to achieve business goals.
• Use performance insight to plan, review, measure and evaluate team effectiveness.
• Partner with the Head of Customer Support and Best Practice Manager to drive consistency and adherence to agreed standards.
• Collaborate with teams across Domestic & General to support the achievement of business objectives and customer outcomes.
• Identify strengths and development opportunities within your teams, creating growth and development pathways.
• Promote innovation, best practice and operational excellence across the function.
• Ensure all customer interactions are delivered in line with regulatory and compliance requirements.

Personal and Professional Growth

• Internal Mobility programmes providing networking opportunities.
• Leadership development programmes.

Benefits

• 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.

Equal Opportunity Employer

Domestic & General are an equal opportunities employer, treating people fairly regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also conduct thorough referencing, including credit and criminal record checks.

Additional Information

We are expanding into new markets and territories internationally. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time, allowing clear career progression in the direction you choose.

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