Retentions Team Leader

Contract Type: Permanent, Full time

Location: Flexible working with visits to our office in Nottingham

Salary: £30,000-£38,000 per annum + Bonus

Closing Date: Friday 11th July

Are you a highly driven sales and people leader who has a passion for coaching and developing their teams to achieve fantastic results?

Do you excel in a fast-paced and agile working environment?

Currently we are recruiting for a Retentions Team Leader, to join our Inbound Sales department.

This is an opportunity to join us at a really exciting time! 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 CSAT 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 inbound calls from customers who are renewing or cancelling plans. 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

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.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

Complaints Handler

Position: Complaints Handler

Role type: Permanent

Salary: £24,500 per annum plus discretionary annual bonus

Hours: Full time (37.5 hours per week)

​Location Hybrid contract, Nottingham area.

Start date: 18 August

Shift patterns between the following:

• Monday to Friday – 08:00 – 18:00

Training: Full induction training will be provided over 2 weeks, where you’ll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General.

Training will be Monday – Friday, 9am – 5.30pm.

We’ll provide all the equipment you need, but you must have broadband access.

We are delighted to announce that Domestic and General are established in a new flagship operations hub on Station Street in Nottingham’s city centre.

Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.

We are on the lookout for skilled professionals to join our Complaints department. If you have experience working in a customer handling role, preferably with experience of working in a complaint’s environment and are looking for your next challenge, this could be your next role!

If you are passionate about providing excellent customer service and the best resolution for our customers, then we want to hear from you!

• Are you motivated by dealing with difficult customer situations and driving them to resolution?
• Do you pride yourself on your ability to resolve customers’ queries and provide the right level of support every time?
• Do you thrive on delivering a first-class customer service?
• Are you passionate about your performance and development?

About the role

Working in our Complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.

Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.

You’ll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.

About you

As a skilled customer service/ complaints handler, ideally with experience in a regulated complaints environment, you’ll always make sure that the customer’s interest comes first whilst providing exceptional customer service. You’ll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.

You understand the customer’s perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.

The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.

Our Complaint Handlers will preferably have:

• Prior experience in a complaint handling role.
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• Experience of supporting customer issues to an outcome.
• Passionate about providing the best resolution for the customer.
• Confidence in decision-making, under pressure.
• Ability to work autonomously and are self-motivated.
• A passion to deliver a first-class customer service.
• Enthusiasm for working in a fast-paced environment.
• Excellent communication skills.
• Excellent rapport building skills.
• Strong Microsoft Office experience with Word, Excel and PowerPoint.
• Great team spirit and ethos!

How you’ll be rewarded

• Annual discretionary bonus.
• 33 days’ annual leave (including bank holidays), with the option to buy 5 additional days each year.
• Save money at hundreds of retailers with our employee discounts.
• Discounted gym membership, online workout sessions, culinary classes and other fun activities.
• Regular incentives, with amazing prizes up for grabs.
• Investment in your career development through ongoing coaching and clearly defined opportunities to work towards.

Domestic & General is 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 credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.