Senior FS Software Engineer

We are looking for a Senior Full Stack Software engineer on a cross-disciplinary agile team developing and supporting high quality web products for business clients.

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Key Responsibilities

• Be an important contributing factor in most of the aspects of Software Development Life Cycle. Working with Developers, DevOps, and Engineering teams in a dynamic environment to promote/implement “secure by design” solutions.
• Delivering high quality code and comfortable being responsible for the quality of that code including writing enough automation to ensure it works as expected.
• Be an important contributing factor in most of the aspects of Software Development Life Cycle.
• Working with Developers, DevOps, and Engineering teams in a dynamic environment to promote/implement “secure by design” solutions.
• Delivering high quality code and comfortable being responsible for the quality of that code including writing enough automation to ensure it works as expected.

Skills and experience:

Required:

Frontend: React, NextJs, Cypress, CSS/SASS/SCSS, HTML5,

Backend: NodeJS, Typescript, NextJS, AWS CDK, Mocha

Other: Github Actions, Dynamo DB, Build Pipelines, Eslint/Esbuild/prettier, Design patterns, NPM

Nice to Haves:

Storybook, AWS serverless stack (Lambda/ApiGateway/Cognito)

Figma, Jest, IDE – VSCODE, Nx Monorepo, TailwindCSS, OpenAPI, Swagger, MixedPanel, ADRs, Code Documentation, Dependabot

UK Financial Controller

The Vacancy

UK Financial Controller

Location: Flexible working with visits to our office in Wimbledon as and when required.

Salary: Competitive

Contract Type: Permanent

Are you a Finance Professional that wants to take responsibility for a large trading division’s balance sheet and income statement?

Are you looking to utilise your expertise and leadership skills to support the wider business in achieving ambitious targets?

If the answer is yes to both of these then look no further as this could be the ideal opportunity for you!

We are excited to announce that we have a great opportunity for a UK Financial Controller to join our Finance team here at Domestic & General. We are looking for an experienced Finance Professional who can take ownership of the UK Finance division. They will be responsible for IFRS reporting to Group and UK GAAP statutory reporting for the UK trading companies. They will be a key contributor to our ambitious and rewarding finance projects and represent Finance across a wide range of commercial projects ongoing at D&G.

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Key responsibilities:

• Full ownership of the accuracy and completeness of the UK balance sheet
• Preparation of the annual financial statements for the UK trading companies (UK GAAP) and group reporting submission (IFRS, including IFRS 17).
• Responsible for managing the UK audit relationship and ensuring the process is run efficiently and all issues are resolved in a timely manner.
• Preparation of month-end reporting packs to present directly to the Group CFO. Clearly documenting and articulating drivers for variances to budget, key accounting judgements, and opportunities and risks to the budget for the financial year
• Responsible for review and approval of the UK balance sheet models, signing of the completeness of the cash forecast during the budget and re-forecast process.
• Building strong relationships across the business, including with FP&A, Underwriting, Client Management, Service teams so that you can provide Finance input across all UK projects and teams where required. This includes the review of contracts, input into product/promotion launches and any ad hoc projects.
• Ensuring the UK segment is compliant with all Group policies and relevant technical accounting pronouncements and standards.
• Taking a lead role in responding to technical accounting issues that impact UK Finance. Proactive in ensuring technical matters are resolved and documented efficiently.
• Implementing the Financial Risk Control Framework in the UK, ensuring all controls are completed and documented to a high standard.

Skills and experience required:

• Strong technical accounting expertise including IFRS and UK GAAP as well as having a good understanding of robust processes and effective controls.
• IFRS 17 experience is preferrable but not essential.
• Excellent knowledge of accounting principles and practices able to make sound day to day accounting decisions and solve accounting issues and problem as working knowledge of Corporation Tax, VAT and IPT
• Full ACCA Accountant qualification
• People focused and engaging that is capable of delivering clear objectives to finance teams.
• Advanced Excel skills
• Able to work and communicate effectively at all levels of the business including Group Financial Controller and external advisors.
• Clear written and oral communication skills
• Confident, a self-starter, with the ability to operate in a dynamic environment
• Able to demonstrate good attention to detail, good judgment showing logical decision making
• Capable of working under pressure and meet deadlines

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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 broadband 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 welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes 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

Sky Outbound Team Leader

Salary: £41,000 OTE
Contract: Permanent, full time with shift patterns between 9:30am-7pm, Mon-Fri
Location: Remote

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 Team Leaders for our sales focused Sky Outbound department, which will be home based.

We have changed how we recruit and onboard, so your journey with us will now be fully virtual, giving you the flexibility but still the full engaging experience that you deserve.

This is a very exciting time to join us. Our future aim? To be 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
• Uncapped bonus
• 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 of 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
• 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 home based, working 37.5hrs per week on a rotational shift pattern between 9:30am and 7pm, Monday – Friday.

Your team will consist of around 15 sales agents who make outbound calls to customers. 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 and people based KPI’s, such as Sales Per Hour, Cross Sales, Productivity, Call Quality, people management/development.

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

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 progress your career, apply now!

Senior FP&A Analyst

Senior FP&A Analyst

Location: Hybrid working with visits to our office in Wimbledon as and when required

Salary: Competitive

Contract Type: Permanent, full time

We have an exciting opportunity for a Senior FP&A Analyst to join our Group Finance team here at Domestic & General. The role will support the production and consolidation of Group financial forecasts, covering P&L, balance sheet and cash flow over the annual five-year planning cycle and subsequent reforecasts throughout the year.

Working with the FP&A Systems Manager, and supported by a Finance Analyst, the Senior FP&A Analyst is also responsible for:

• Managing the Group budget timetable and keeping everyone to their deadlines to ensure a smooth process.
• Developing and maintaining forecast models and templates for use by those inputting into the budget process.
• Consolidating inputs to form the Group forecast, working with Finance and Commercial stakeholders to understand and explain drivers and variances.
• Extracting reports from the Finance system to track progress of the budget and build variance reports against actuals and previous forecasts.
• Creation of budget presentations to support Exco and Board review and sign-off.
• Supporting in the production of a monthly trading pack that goes to the Board including consolidating data and commentary from business stakeholders.

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Key role responsibilities:

• Build and manage relationships with key stakeholders inputting into the Group forecast to deliver budgets on time and with clear understanding of drivers and variances.
• Producing consistent and accurate financial outputs driven by efficient models
• Continually assess the quality and efficiency of FP&A processes and outputs, identifying and delivering improvements
• Production of Group forecast materials to enable Exco and Board to review and sign-off plan.
• Maintenance of a “one truth” set of financial data, working closely with the FP&A systems manager.
• Supporting the FP&A Analyst

Skills and experience required:

• Excellent written and verbal communication skills; interpersonal and collaborative skills
• Professional accounting qualification (ACCA, CIMA, ACA etc.), part qualified or significant relevant experience in particular with financial planning
• Ability to maintain professional relationships with senior management of all disciplines
• Confident in holding self and others to account
• Commercial acumen
• A critical thinker with strong analytical and problem-solving skills
• Good knowledge of accounting principles and practices
• Capable of operating effectively in a complex business environment
• Ability to work collaboratively across functions, recognising and utilising the expertise across the business to drive value

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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 broadband 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 welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

Data Scientist

Data Scientist

Location: Flexible working with visits to our office in Wimbledon as and when required.

Salary: Competitive

Contract Type: Permanent

Are you a passionate individual that is inspired to become a data scientist who is an expert in using machine learning tools such Python and R to help drive performance in a business?

Do you strive in working within a fast paced environment and supporting with many pricing strategies?

If the answer is yes to both of these then look no further as this could be the ideal opportunity for you!

We have an exciting opportunity for a Data Scientist to join our Pricing & Data Science team here at Domestic and General. This role plays a key part in ensuring the successful delivery of the company’s data science tactical position across a high-volume product portfolio. They will work as part of a Data Science team to deliver the pricing strategies using innovative machine learning and advanced analytics techniques.

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Key responsibilities:

• Evolve and continuously improve the company’s data science models using advanced analytic and machine learning techniques.
• Contribute to the ongoing development of the overall data science tactical position.
• Deliver comprehensive analyses and modelling projects.
• Ensure technically and commercially viable solutions are delivered for new and renewed product requirements.
• Monitor performance, drift, and stability of current models.
• Ensure that pricing recommendations result in customers being treated fairly.
• Being motivated, curious data scientist finding business value from data.

Skills and experience required for this:

• Experience with machine learning tools such as Python or R
• Excellent at data wrangling
• High level of numerical accuracy and attention to detail.
• In-depth statistical skills and ability to build machine learning models.
• Innovative and pragmatic problem solver.
• Able to explain complex and simple data science theories to non-technical colleagues clearly.
• Insurance or marketing experience or similar product lines, across various distribution channels.
• Previous modelling and analytics experience (with emphasis on predictive modelling) is crucial.

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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 broadband 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 welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

Product Owner (Intelligent Claims)

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Role Purpose:

D&G is embarking on a transformative journey to redefine customer service in the appliance industry. As the Intelligent Claims Product Owner, you’ll be solving customer problems through innovative technology to reach business objectives. You’ll own the full product cycle from discovery to delivery, through to launch, adoption, and growth. This a new role that has been created to deliver a step change in how we help our customers to fix their appliances, specifically by enabling them to get to a resolution without an engineer having to visit the property – a programme we call ‘Smart-Fix’.

You’ll lead a dynamic squad focused on developing and launching a suite of intelligent, innovation and customer-centric Smart-Fix solutions. The end goal for this position is deliver and evolve products that utilise multiple data sources to deliver a seamless journey for customers to service their appliances, using data as an input. As the limits of technology advance, we know that we need to take advantage of the growing power of AI to bring cutting-edge service to our customers – this role will be at the centre of defining and building these capabilities. This is a high-profile role and will require a Product Owner who’s comfortable with creating innovative products and experienced in working with a blank canvas.

Responsibilities:

• Lead a cross-functional squad in identifying opportunities, conducting product discovery, and driving the delivery of solutions that leverage AI and data analytics for appliance self-service
• Develop deep insights into customer needs and behaviours, establishing feedback loops that help inform product decisions and deliver solutions that exceed expectations
• Build strong relationships with key stakeholders across the business, including Engineering, Data Science, UX/UI, Operations, Compliance and Customer Experience to define product requirements, prioritise features, and drive product roadmap execution
• Serve as the primary point of contact for stakeholders, providing regular updates on progress, managing expectations, and soliciting feedback to iterate and refine product features
• Conduct research and competitive analysis to stay informed about industry trends, emerging technologies, and best practices related to Claims management
• Alongside tracking progress against OKRs, define and track KPIs to measure the effectiveness and impact of product enhancements, leveraging insights to drive continuous improvement and optimisation

Skills and Experience:

• Proven track record in product management, with a focus on designing and launching innovative customer service products through data-driven product development
• An understanding of Intelligent Claims technologies and concepts, including NLP, ML and AI
• Able to understand strategic priorities for the business and subsequently assess opportunities and challenges for the squad
• Excellent communication skills, with experience and level of comfort in presenting to senior leaders, and capable of inspiring teams and stakeholders
• Agile and adaptable, comfortable working in fast-paced, evolving environments
• Demonstrable experience in delivering value from the products that the team produce – linking back to OKRs and wider business objectives

• Familiarity with agile product development methodologies and cross-functional team leadership

Behaviours:

• Displays and continuously develops their deep understanding of the context (customers, metrics, market)
• Is a true collaborator, both within the squad and with business partners in other functions. Forms and maintains strong relationships with stakeholders
• Has a test and learn mindset – thinks big but starts small to validate early
• Shows curiosity in new technologies, and is able to think creatively and join the dots between ideas and information
• Is a storyteller and can communicate a vision and new ideas in a way that inspires others

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 - 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.

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.