Learning Delivery Specialist

Through the effective delivery of learning interventions to new and existing Agents and Team Leaders, ensure all learning objectives and outcomes are met to the highest of quality standards, in line with our Training & Competency Policy and underlying Schemes.
Work collaboratively with our Digital and Design team, as well as key stakeholders across the organisation, to deliver and embed learning solutions that develop Agent and Team Leader knowledge, skills and behaviour competencies, supporting the delivery of the L&D strategy and business OKRs.

This role is that of a(an) Learning Specialist

Knowledge and expertise requirements for the role:

• Ability to confidently engage all learners in structured learner-centred training, utilising ‘content-driven’ training resources, facilitation and coaching
• Effective planning, organisation and preparation for training/learning interventions
• Ability to interact with learners of varying abilities, using a broad range of techniques
• Facilitate and deliver learning in a face-to-face, blended and digital environment as appropriate
• Monitor a learner’s progress and deliver motivational and developmental feedback
• Manage participation, attitudes and behaviours to reach learning objectives
• Use effective coaching skills to enable learners to achieve learning objectives
• Evaluate the impact of learning solutions
• Communicate and influence through a range of media e.g. face-to-face, email, online / virtual, adapting style to audience
• Build trust and sound relationships with learners / colleagues / stakeholders
• Handle conflict and sensitive situations professionally and confidently
• Consistently support colleagues / collaborate within L&D and the organisation to achieve results
• An interest in new ideas and techniques, seeking and taking on board feedback, identifying areas for self-development
• Act with integrity and demonstrate organisational values at all times
• An energy and enthusiasm for their work, ensuring the focus is always on delivering the best learning outcomes and impacts
• Responsiveness and flexibility to changing business and learner needs
• Personal resilience to manage competing priorities

Key Responsibilities:

• Deliver effective and engaging learning solutions that support Agents and Team Leaders attain, maintain and re-attain competence in their roles.
• Deliver new starter training for Agents and Team Leaders for all areas of the UK Contact Centre;
• Collaborate with key stakeholders to support development of Agent performance and progress in inductions
• Identify opportunities to provide development solutions which enhance competence and performance
• Work collaboratively with key stakeholders to ensure learning content delivered is up to date and fit for purpose
• Collaborate with key stakeholders to deliver learning solutions to existing Agents and Team Leaders
• Keep up to date with internal operational issues, and initiatives
• Maintain an up-to-date knowledge of the D&Gs products, services and systems
• Ensure compliance with regulatory requirements in all areas of work;

Manage participation, attitudes and behaviours to reach learning objectives

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: £23,000 per annum plus discretionary annual bonus

Hours: Full time (37.5 hours per week)

​Location Hybrid contract, Nottingham area.

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.

Experience Day Nottingham - Inbound Sales

D&G Experience Day

Tuesday 23rd July 2024

3 x sessions to choose from: 10am-12pm, 2pm-4pm or 6pm-8pm

Are you exploring new hybrid opportunities?

Do you have a keen interest in joining the world of sales, where you can boost your income with fantastic commission opportunity?

Would you like to look inside our brand new Domestic & General building in Nottingham, and learn all about what it is like to work for us?

If so, we would like to welcome you to join us for our Experience Day!

It’s a chance to take a tour of your future office, meet a range of people across the business including managers and fellow advisors and most importantly, learn more about the role of Customer Sales Advisor.

On the day:

You will learn about D&G’s history, our company values as well as future, exciting plans for the business. You will even get to meet some of our agents, so you can really understand what your day to day working life would be like!

With our brand-new state of the art offices being situated right next to the train station we are easily accessible.

We will be holding 3 sessions on the day so upon successful application you will be emailed and asked to reply with which session you would like to attend.

The choices are 10am-12pm, 2pm-4pm or 6pm-8pm. 

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.

What will you be doing if you then join us as a Customer Sales Advisor?

• Act as the first point of contact for customers who need help.
• Assist customers calling to register their appliances.
• Use your wit, charm and best sales patter to upsell our products.
• Build rapport with our customers and get to know their needs.
• Help each customer find the best protection package for them.  

So, what do we need from you?

• Previous experience in fast paced environments such as Sales, Customer Services, Hospitality and Retail
• You will be a brilliant communicator and an excellent listener, with the ability to make recommendations based on what customers talk to you about.
• Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
• 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… 

• The position is hybrid, so you will spend some days in the office and the rest of the time you can work at home. You’ll just need to have broadband access. We have a flexible WFH policy which allows for greater work life balance. 
• 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?

• A starting salary of £23,000 per year + average bonus earning potential of £8,700 per annum
• 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.

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.

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 (Hybrid & Remote)

Join D&G this Summer 2024. 

Start date: 12th August

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…

• You can work remotely if you live far away. We’ll provide all the equipment you need to work from home, you’ll just need to have broadband access. 
• Alternatively, if you live within a commutable distance from our Nottingham office you can work on a hybrid basis. We’ve just opened a brand new office right next to the train station. You’ll enjoy a state of the art working environment where you can collaborate with colleagues and receive hands on support. 
• 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.

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.

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 - Whirlpool

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.

Operations Manager - Inbound

Contact Centre Operations Manager

Salary: £59,000 OTE

Contract: Permanent, Full-Time

Location: Hybrid – Requirement to be on site in Nottingham as needed, with occasional travel to other D&G sites.

Are you an experienced Operations Manager, with a background within a regulated, financial services or sales contact centre environment?

Do you have a passion for developing your teams to be high performers?

Can you achieve fantastic results through great customer experience in a regulated environment?

Our mission is to keep our customers worlds running, to do this, our contact centre Team Leaders need an experienced leadership professional to motivate and develop them in role and lead our contact centres to deliver against a balanced scorecard of results whilst driving the ongoing change agenda and ensuring compliance at department level.

About the Role:

• You will manage the day-to-day delivery of our balanced scorecard, the sales performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
• Coaching and supporting your team to drive sales performance through behaviours and great conversations will be 70% of the role – we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models such as SMART or  GROW is necessary.
• Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
• Driving change, presenting solutions, and optimising department deliverables and operating practice within D&G will form 30% of your role – to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.

About You:

• You will be an experienced Operations Manager, minimum 2-3 years in an Operational Management role, leading teams of Team Leaders or an equivalent level.
• You will have proven experience surrounding sales performance & contact centre KPI’s.
• You will have worked in an FCA regulated environment and understand the requirements and expectations surrounding an exceptional customer journey within financial services.

In addition, you will also have:

• Excellent stakeholder engagement and management experience
• An ability to plan strategically, creating a roadmap of operational plans that can drive results.
• An entrepreneurial spirit with a keen eye for opportunity.
• An ethos centred around coaching to drive performance.
• Strong leadership skills and an excellent communicator
• An innovative approach with a focus on best practice
• An ability to translate technical elements of operation to a range of audiences across the business

In return, we offer:

• A competitive salary and quarterly bonus, enabling you to earn up to £10k per annum
• 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 four times 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 are going through a period of transformational change where customers are at the heart of everything, we do… do not miss 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.