Customer Sales Advisor - Inbound Registrations (Remote)

Early applications encouraged with a start date of 7th of May 2024.

Are you a natural-born salesperson?
Do you always put your customers first?
Want to work for a great company with amazing benefits?
If it’s a YES, YES, and YES you should join us as a Customer Sales Advisor.

Who are we?

We’re Domestic & General (D&G), a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection. Basically, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.

Right now, we’re recruiting Customer Sales Advisors — a role that offers a great work-life balance, with some excellent employee benefits.

What will you be doing?

• Acting as the first point of contact for customers who need help
• Assisting customers calling to register their appliances
• Using your wit, charm and best sales patter to upsell our products
• Building rapport with our customers and getting to know their needs
• Helping each customer find the protection package for them

Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a three-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

So, what do we need from you?

• A solid background in targeted sales or customer service.
• Ideally, you’ll have some experience of working alone or in a home-based role.
• Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
• Great communication skills to build relationships and listen to our customers.
• You’ll be a team player dedicated to providing the best customer experience.
• You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

Sound good? There’s more…

• It’s remote, so if you have the space to work at home, you don’t even need to leave the house. We’ll provide the equipment. You’ll just need to have broadband access.
• If you live near to one of our offices, you can mix things up a little and work between the two if you like.
• You’ll work a flexible 37.5-hour shift across the following hours: Monday – Friday: 08:00 – 20:00, Saturdays: 08:00 – 18:00 and Sundays: 09:00 – 18:00.

So, what are these benefits?

• Full training – with clear career progression opportunities.
• Regular incentives – with some pretty great prizes.
• Sales bonuses – each month you’ll get the chance to earn some extra take-home pay.
• Annual leave – 33 days (including bank holidays).
• A free annual D&G protection plan – we want you to see how great the product you’re selling is. There are discounted rates for family and friends too.
• Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
• Health and wellbeing – discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy.
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary.
• Employee discounts – access to discounted Sky TV and mobile packages, and discounts for loads of online and high street retailers.
• And many more benefits – including travel loans, car leasing and Cycle to Work and Salary Finance schemes.

We really couldn’t sell this anymore if we tried. That’s your job. Or at least it could be. Get your application in now and join us as a Customer Sales Advisor.

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.

Operations Performance Manager - Complaints

Operations Performance Manager – Complaints

Salary: Competitive

Contract: Permanent, 35hrs per week Mon-Fri.

Location: Nationwide Hybrid – with regular travel to our Nottingham & Bedworth offices.

We have an exciting new opportunity for an experienced Operations Manager, to join our Complaints team here at D&G. You’ll lead a team of 5 case handlers whilst working with key stakeholders within the business such as Operations, Product, Insight, Change, Risk & Compliance.

Reporting to the Director of Complaints, the role provides a key opportunity to define and execute our complaint handling strategy and policies for the D&G group. Seeking continual improvements to our customer journey to deliver good customer outcomes, the role will also lead our Ombudsman teams, support a risk aware culture whilst owning operational change activities within the department.

Key Responsibilities:

• Support the Director of Complaints with growth of the domain, utilising strong expertise and the ability to influence all relevant stakeholders.
• Manage a team of five Ombudsman Case handlers, ensuring compliance to SLA’s.
• Build strong relationships with key regulatory stakeholders, such as the Financial Ombudsman Service and Consumer Ombudsman Service.
• Maintain up to date knowledge of regulatory requirements for the handling of complaints and changes in legislation. Ensure that all processes are kept up to date to maintain a high level of regulatory compliance.
• Utilising a data-driven approach to improve efficiencies and effectiveness in the complaints handling process, to improve customer outcomes.
• Work closely with the business to ensure any examples of poor customer outcomes that have been highlighted through the Ombudsman, are addressed and improved.
• Work closely with the Complaints Operation to deliver an exceptional service to drive “first point of contact” resolution and drive, “best in class” complaints handling.
• Track key Complaint KRI’s, monitor and look to improve overall performance of the complaint’s operation, to ensure we are delivering the best possible service.
• Ensure the team’s reporting and audit responsibilities are executed, to the highest quality.
• Lead where needed on significant cross teams’ projects requiring material decisions and content contribution, as well as project management.
• Represent Complaints at regular key governance forums, such as Conduct Standards Committees.
• Act as a key influencer working with the wider business to fix underlying problems and thus, improve customer experiences and reduce complaint volumes.
• Lead a positive culture within Complaints through empowerment, purpose and creating an experimental ethos.

We are looking for a seasoned leader, offering experience within an FCA regulated complaints operation. There is a real opportunity to drive and develop our complaints function here at our Nottingham & Bedworth site locations, so we’ll need you to bring your deep knowledge of UK complaints regulation and regulatory obligations, to make this a reality.

About you:

• Substantial experience in complaints management (processes, reporting, operations, root cause analysis) in a financial services organisation.
• Detailed experience of application of FCA / FOS/ COS rules and guidance.
• Experience of working with senior management teams.
• Experience of leading and delivering change, ideally within a complaints function.
• Strong inspirational leadership and management skills, with a natural ability to motivate and develop a team.
• Excellent stakeholder management skills with ability to communicate, facilitate, influence and negotiate effectively up to the highest level, both internally and externally.
• Excellent presentation skills. Able to clearly articulate messages to a variety of audiences and educate the wider business on complaints.
• Strong analytical skills to identify root cause and translate insights into customer experience improvement initiatives.
• Commercially astute, customer focused and results orientated.
• Understanding and implementation of risk & compliance management.

Working for us, works for you:

• Annual leave – 25 days annual leave with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
  • Salary Finance – access to savings and borrowing through payroll
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• 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
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

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!

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.

Team Leader - Registrations

Contract Type: Permanent, Full time

Location: Flexible working with visits to our office in Nottingham

Are you a highly driven sales and people leader who has a passion for coaching and developing their 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 Inbound Registrations department.

It’s a really exciting time to join us! We are a company that not only provides world class sales through customer service but also embodies a culture of high sales performance, digital capabilities, reward and recognition.

Here’s what we can offer:

We are now looking for passionate and dynamic leaders, with a proven track record of leading successful teams to consistently achieve high sales performance.

• Competitive basic salaries for our Contact Centre Team Leaders
• Excellent bonus potential
• An enhanced benefit package
• A vibrant and diverse culture that celebrates success, with a focus on quality and consistent high performance
• Great progression and development opportunities within the contact centre and wider business

About You

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

• Demonstrate capability to delivering sales targets whilst providing our customers with an excellent level of service and engaging your team.
• Target focused across all key metrics including team culture engagement scoring and customer NPS results
• Commercially minded, you will have experience creating and maintaining a professional management culture
• Collaborate with peers and key stakeholders to share knowledge and ideas across the business
• Understand customer needs, with a focus on doing the right thing for our customers
• Display role model behaviours when dealing with customer requirements
• Focus the team on delivery and sales performance, identifying and improving through coaching areas of development
• Be open to innovation, understanding the principles of change management and coaching others through change
• Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines
• Maintain a clear focus on goal achievement, confronting problems, conflicts and obstacles
• Stay focused under pressure whilst working effectively, remaining focused on sales performance during busy periods
• Take responsibility to manage all people related issues, clearly communicating the expectations of agents
• Proactively call listen, conduct 121s, team meetings and huddles; setting high sales and performance standards and can immediately respond, providing solutions
• Understand the role employee engagement plays in commercial performance and workplace culture
• Continuously strive to enhance the culture of the business, raising the bar with the team through engagement initiatives and effective communication
• Show a passion, drive and capability to become a leader of leaders

The Role

The role will be a mix of office and home based working, offering 37.5hrs per week on a rotational shift pattern between 8am and 8pm, Monday – Sunday.

Your team will consist of around 15 sales agents who will speak to customers about their appliances and electronic items. You’ll be supporting the team to ensure customers are provided with the most appropriate insurance protection solutions, balanced with a focus on hitting sales based KPI’s such as conversion, quality and average handling time.

Our passion, determination and ambition lead us to set ourselves more and more challenging targets, which means you’ll be constantly striving to ensure we are optimising our culture and people.

Working for us, works for you:

• Comprehensive training with clearly defined career progression opportunities
• Regular incentives with amazing prizes to be won
• Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
  • Salary Finance – access to savings and borrowing through payroll
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• 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
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

Customer Sales Advisor - Sky Inbound (Hybrid)

This vacancy is in one of our Sky Inbound sales teams, meaning that you’ll be the first point of contact for customers who call in for help with their Sky equipment.

You will represent and promote this well-known household brand, making our customers aware of the Sky Protect product they can purchase, for added peace of mind.

You will be taking inbound calls from SKY’s warm customer base, who will benefit from your expert guidance to purchase Sky Protect products that best suit their needs.

The Sky Inbound department is a lively, energetic, fun sales driven environment, focused on delivering great sales performance through excellent customer service. On Sky Inbound you can expect plenty of support through coaching and personal development, along with engaging sales focused incentives & initiatives.

This department has rotational shift patterns based on a 37.5-hour contract, between the opening hours below. The Recruitment team will be happy to discuss these in more detail should you be shortlisted for telephone interview.

• Monday – Sunday: 8am – 8pm

We’ll take care of providing the equipment you need before you start, but you must have broadband access.

About You

• You will have proven experience in a home-based position or a similar role where you have worked autonomously. Previous targeted sales or customer service experience is a must.
• A skilled and driven customer service and sales professional.
• You’ll thrive on beating and exceeding sales targets and have strong sales skills – but you’ll always make sure that the customer’s interests come first.
• You understand the customer’s perspective and have a natural ability to build a strong rapport and demonstrate empathy when needed through your excellent communication skills.
• You’ll be a confident multi-tasker who can hit multiple targets whilst being resilient and show a great team spirit!

Salary

• A highly competitive £23,000 basic salary.
• Average Bonus Earnings of £5,040 per annum, earned through a combination of strong sales performance, excellent customer service and call quality.
• For all our Agents, we ensure the salary and bonus opportunity are balanced and for our highest performing Agents there is an opportunity to earn higher rates of salary and additional bonus based on performance.
• Joining as one of our Customer Sales Advisor, you will receive extensive training and support allowing you to develop your sales expertise. You will have excellent progression potential at D&G, with opportunities to progress into career pathways across many areas such as HR, Tech, Finance and Marketing. We actively encourage growth and development and many of our employees go on to explore further opportunities across the business.

Training Schedule

We offer a fantastic virtual training experience over a 4-week period. Please ensure you can commit to the full 4 weeks schedule before applying

• Mon – Fri: 09:00 – 17:30

Your training will provide a rich blend of learning from our L&D team, as well as some independent e-learning, and self-reflection.

You’ll start off finding out about Domestic & General’s successful history and our future vision, whilst at the same time getting to know your new colleagues!

You’ll also be call listening to some of our customer calls to see what makes a great customer experience, as well as perfecting your sales ability.

Our Benefits

• Comprehensive training with clearly defined career progression opportunities
• Regular incentives with amazing prizes to be won
• Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
  • Salary Finance – access to savings and borrowing through payroll
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• 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
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

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.

Scheduling Team Leader

Location: Nottingham (Hybrid)

Contract Type: Permanent, 35hrs per week Mon-Fri

We are excited to announce a new opportunity has arisen, for the role of Scheduling Team Leader within our Contact Centre Planning team.

Reporting to the Tactical Planning & Routing Manager, the role is responsible for the leadership, coaching and development for nine, Scheduling Resource Analysts.

Using effective communication with key stakeholders in the contact centre planning function, the role enables the business to meet its customer centric goals, through agreed scheduling solutions for circa. 2000 operational colleagues across the UK & EU.

Key Responsibilities:

• Manage the Scheduling Resource Analyst Team. Driving a positive culture and engaging workforce to deliver high performing results.
• Accountable for the timely delivery of operationally viable schedules within contact centres, in line with the planning cycle.
• Work as one team with resource planning peers to deliver excellent service, by regularly reviewing schedule outputs vs demand requirements.
• Feedback any FTE and demand concerns to the Strategic Planning team, to support Resource/Demand Forums and recruitment actions.
• Obtain and openly receive feedback from wider Planning and Operations, to support future schedule production.
• Support the effective management of the flexible working process to ensure we help and support our people and maintain business requirements, where possible.
• Ownership of Annual Leave quota management and Bank Holiday coverage management, outside of the normal processes.
• Verint WFM system advocacy and ownership, supplying inhouse upskilling and troubleshooting as required.
• Collaborate with colleagues across D&G, valuing the contribution of all roles and functions, to drive the success of Customer Contact and attainment, for Group targets and objectives.

Skills & Experience:

• Understanding of high-level Scheduling and Planning principles.
• Experience in both people management and scheduling desirable.
• Experience in utilising and managing WFM applications and integrations (Verint WFM or similar).
• Capacity Planning processes and data analytics.
• Excel to an advanced level with understanding of API configuration and processes (desirable).

Working for us, works for you:

• Annual leave – 25 days annual leave with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
  • Salary Finance – access to savings and borrowing through payroll
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• 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
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

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!

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.

Customer Sales Advisor - Whirlpool (Remote)

Join D&G in 2024.

Start date: May 15th

Are you a natural-born salesperson?
Do you always put your customers first?
Want to work for a great company with amazing benefits?
If it’s a YES, YES, and YES you should join us as a Customer Sales Advisor.

Who are we?

We’re Domestic & General (D&G), a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection. Basically, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.

Right now, we’re recruiting Customer Sales Advisors — a role that offers a great work-life balance, with some excellent employee benefits.

What will you be doing?

• Acting as the first point of contact for customers who need help
• Assisting customers calling to register their appliances
• Using your wit, charm and best sales patter to upsell our products
• Building rapport with our customers and getting to know their needs
• Helping each customer find the protection package for them

Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a three-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

So, what do we need from you?

• A solid background in targeted sales.
• Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
• Great communication skills to build relationships and listen to our customers.
• You’ll be a team player dedicated to providing the best customer experience.
• You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

Sound good? There’s more…

• Completely remote role, we will send you everything you need to work from home a week before your start date.
• You’ll work a flexible 37.5-hour shift across the following hours: Monday – Friday: 08:00 – 20:00, Saturdays: 08:00 – 18:00 and Sundays: 09:00 – 18:00.

What are these benefits?

• Full training – with clear career progression opportunities.
• Regular incentives – with some pretty great prizes.
• Sales bonuses – each month you’ll get the chance to earn some extra take-home pay.
• Annual leave – 33 days (including bank holidays).
• A free annual D&G protection plan – we want you to see how great the product you’re selling is. There are discounted rates for family and friends too.
• Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
• Health and wellbeing – discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy.
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary.
• Employee discounts – access to discounted Sky TV and mobile packages, and discounts for loads of online and high street retailers.
• And many more benefits – including travel loans, car leasing and Cycle to Work and Salary Finance schemes.

We really couldn’t sell this anymore if we tried. That’s your job. Or at least it could be. Get your application in now and join us as a Customer Sales Advisor.

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.