Workforce Manager

  • International
  • Full Time
  • June 3, 2023
Workforce Manager

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.

We’re looking for a Workforce Manager to join our US Division, based in Chicago. Reporting into our Operations Director, you’ll:

  • Lead the team to provide class leading service to our customers through effective workforce planning, call forecasting and agent scheduling
  • Own design and delivery of schedules that meet the needs of our customers and act as a positive engager with agent staffing ·
  • Own delivery to the Real Time Team including a plan set up to deliver success through meeting all planned call volumes consistently throughout a period of time
  • Deliver weekly RTA process with CCM/TL’s to review performance and agree actions to improve
  • Ensure all planned events are delivered via schedules at optimal times for the business and our people
  • Own delivery of customer service KPI’s and investment KPI’s for our agent staffing (delivery of shrinkage model)
  • Own and be an expert in our WFM technology, leading knowledge development within the business to optimize use of functionality
  • Work closely with Dialler Manager and Real Time & Routing Manager to share best practices and collectively deliver outstanding customer, commercial and people results
  • Serve as a SME to the Genesys cloud-based call routing platform to ensure call routing, real-time reporting and analytics and business telephony processes are implemented and maintained.

Latest Opportunities

Customer Sales Representative

  • International
  • Competitive
  • Full Time
  • June 3, 2023
Customer Sales Representative

Who we are

We are Domestic & General. We’re a proud partner to leading manufacturer and retail brands worldwide, taking the worry out of appliance breakdowns for almost 9 million customers in the UK. We are growing our business in the US and we’re recruiting Customer Sales Representatives in a role that offers great work life balance plus a flexible and engaging onboarding experience.

The role you’ll do

As a Customer Sales Representative, you’ll be the first call for customers who are renewing or cancelling their plans. Day-to-day, you’ll:

  • Proactively engage with internal departments to provide support, advice, and interventions to ensure customer repairs are started promptly and to high standards in accordance with D&G policies, procedures, and service standards.
  • Use your brilliant sales and customer service skills to suggest other products that give added peace of mind.
  • Share the features and benefits of protection products to help customers find the one that’s right for them.
  • Build rapport with customers, get to know their individual needs and put their interests first, so they continue their protection with us.
  • May occasionally address and resolve customer complaints in a professional and timely manner to ensure customer satisfaction and retention.

What else to expect:

  • Hands on training consisting of classroom learning, on the job, and shadowing
  • Work Schedule: Monday through Friday, 8 hours per day
  • Flexibility: Must work 8 hours between 7:30 am and 6:00 pm Central Time, with an unpaid lunch up to 1 hour
  • If local to the Chicago area, you are required to be onsite once a week on Wednesday. This day may vary due to visitors and other special onsite occasions.
  • We’ll provide all the equipment you need, but you must have broadband access with a minimum of 15 mbps

The experience and skills you need

  • A solid background in targeted sales or customer service
  • A driven mindset with strong sales skills and a love for hitting targets
  • Proven experience of working autonomously or in a home-based position
  • Great communication skills – you’re at ease building rapport, listening to customers, and demonstrating empathy when needed
  • A team player committed to creating an excellent customer experience
  • Serene and resilient attitude to juggle tasks and bounce back quickly

Latest Opportunities

Compliance Manager Italy

  • International
  • Competitive
  • Full Time
  • June 3, 2023
Compliance Manager Italy

Compliance Manager – Italy

Location: Flexible working with visits to our office in Milan, Italy

Salary: Competitive

Contract Type: Permanent – Full Time 40 hours per week

We have an exciting opportunity for a Compliance Manager to join our Risk and Compliance team here at Domestic & General. Reporting into the Head of Compliance you will be responsible for delivering an effective and overall compliance plan in Italy.

This will involve providing regular compliance training guidance and insights, as well regulatory advice on compliance matters, deliver compliance controls and audits on different areas of the business be able to be able to protect the company from risk’s and to ensure that to ensure that our company’s vision and values are embedded where we aim to make the world a better place, one repair at a time.

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:

  • Provide Regulatory Advice on compliance related matters and issue Regulatory Reports
  • Determine and maintain the Policy Framework and ensure Conduct Standards are adhered to
  • Review and Sign-off new or changes in business documents, contracts and processes
  • Execute regular Compliance Controls on processes and perform Compliance Audits on different business areas
  • Carry out Ad hoc Reviews to detect and mitigate risks and perform Horizon Scanning to foresee upcoming regulatory changes
  • Provide Compliance Trainings and insights via regular communication
  • Act as Contact Person for Regulatory Visits or information requests

Skills and experience required:

  • Completed a university degree in business administration or law or have a similar qualification.
  • Gained 3-5 years of work experience, preferably in compliance or in a regulated environment
  • Strong analytical skills
  • Ability to provide a solution-oriented approach and make a good judgement
  • Confident across all hierarchy levels and have the ability to communicate and present skills to enable to promote our compliance culture.
  • Capable of ensuring highest standards in terms of clarity, substance and presentation
  • Business fluent in Italian and English

Desirable skills and experience:

  • Previous background in a compliance role within an insurance and financial service sectors in Italy
  • Knowledge of compliance laws in Italy

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

  • Competitive salary and annual discretionary bonus
  • CBA Telecommunication
  • Electronic Meal voucher 7€ per working day
  • Training opportunities as well as clearly defined career progression
  • Health & Wellbeing, online virtual workout sessions, online culinary classes
  • 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

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.

Latest Opportunities

Workforce Manager

  • International
  • Full Time
  • April 27, 2023
Workforce Manager

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.

We’re looking for a Workforce Manager to join our US Division, based in Chicago. Reporting into our Operations Director, you’ll:

  • Lead the team to provide class leading service to our customers through effective workforce planning, call forecasting and agent scheduling
  • Own design and delivery of schedules that meet the needs of our customers and act as a positive engager with agent staffing ·
  • Own delivery to the Real Time Team including a plan set up to deliver success through meeting all planned call volumes consistently throughout a period of time
  • Deliver weekly RTA process with CCM/TL’s to review performance and agree actions to improve
  • Ensure all planned events are delivered via schedules at optimal times for the business and our people
  • Own delivery of customer service KPI’s and investment KPI’s for our agent staffing (delivery of shrinkage model)
  • Own and be an expert in our WFM technology, leading knowledge development within the business to optimize use of functionality
  • Work closely with Dialler Manager and Real Time & Routing Manager to share best practices and collectively deliver outstanding customer, commercial and people results
  • Serve as a SME to the Genesys cloud-based call routing platform to ensure call routing, real-time reporting and analytics and business telephony processes are implemented and maintained.

Latest Opportunities