Team Leader - DG Outbound

Team Leader - DG Outbound

Contract Type: permanent

Location: Remote

 
D&G’s purpose is to make the world a better place, one repair at a time with a mission to keep or 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

To be successful in this role, you will be able to:

• 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 & breath 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 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… 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.