Service Excellence Team Leader Nottingham Full Time January 24, 2025 Find out more Service Excellence Team Leader

Service Excellence Team Leader

Salary: Competitive
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 over 5 days, rotating shifts between 8am-8pm.

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

Provides 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. To have an in depth understanding of the Agents performance (using appropriate data available) and coaches to improve 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

Works 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

Maintains a focus on continuous improvement and works closely with other Performance and Knowledge Specialists and support functions such 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 priorities 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.

The culture at Domestic at General is creative, fast-moving, and exciting as we are going through a period of transformational change where customers are at the heart of everything, we do… do not miss 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.

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.

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