Contact Centre Operations Manager - Inbound Sales

  • Nottingham
  • £59,000 OTE
  • Full Time
  • January 30, 2023
Contact Centre Operations Manager - Inbound Sales

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.

Latest Opportunities

Sales Team Leader - Whirlpool

  • Nottingham
  • £36,000 OTE
  • Full Time
  • January 30, 2023
Sales Team Leader - Whirlpool

Sales Team Leader – Whirlpool

Salary: £36,000 OTE
Contract: Permanent, full time with shift patterns between 8am-8pm, Mon-Sun
Location: Hybrid – with visits to the Nottingham office when required

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 inbound sales focused Whirlpool department, that will be a mix of home and office-based work.

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
  • Bonus OTE earnings of up to £7,400 per year with a potential of up £12,000 per annum with additional rewards, for a job well done
  • 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
  • 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

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.

Latest Opportunities

MI Business Analyst

  • Nationwide
  • Full Time
  • January 30, 2023
MI Business Analyst

Location: Flexible working with visits to our offices in Wimbledon or Nottingham.

Salary: Competitive

Contract Type: Permanent

Hours: Full time (35 hours per week)

We are excited to announce that we are on the lookout for an MI Business Analyst to join our Group MI team here at Domestic and General. As a MI Business Analyst, you will work closely with The Group MI team to produce the reporting throughout the business, to our clients and up to board level to aid business decision making and to understand performance & trends.

Reporting to the Group Head of MI, the MI Business Analyst is responsible for defining reporting & system requirements for reporting required as prioritised by the business, working closely with the MI team, business stakeholders & Tech & Change teams, to articulate requirements into logical, practical & functional documentation

About the role:

As an MI Business Analyst you will work on the projects and programmes that will consist of:

  • Aid & improve the design and implementation of a governance framework within the MI team to enable efficiency, transparency and solid stakeholder relationships.
  • Establish and maintain strong relationship with MI Dev team, Lead Business Analyst, and Scrum Master.
  • Work closely with IT colleagues & the business to define end to end reporting requirements.
  • To undertake business & systems analysis & facilitate the development and delivery of effective reporting.
  • Provide analysis skills which may include any or all of the following; qualitative & quantitative analysis, formulating initiatives, defining requirements, process design/improvement, test support and BAU transition.

About You:

This role will suit an individual that is looking for a challenging role that will have a high impact at the heart of business matters.

In addition, you will have:

  • Excellent communication and stakeholder management skills
  • Industry recognised BA qualifications (e.g. BCS International Diploma in Business Analysis) Degree or Equivalent however this is not essential
  • Strong collaboration skills demonstrating the ability to work harmoniously with all disciplines in serving our business customers
  • Advocate of Change
  • Well-developed analytical thinking & problem-solving skills.
  • Practical Skills of Systems Thinking
  • Good business analysis techniques, including analysis documentation & diagrams
  • Ability to use Agile and Waterfall development methodologies
  • Knowledge of KPI’s/KRI’s, OKR’s, dashboards and scorecards
  • Experienced in working with reporting systems relating to migration or transformation

In addition to the above, you’ll also be used to working in a fast paced, agile team environment, who can deliver against tight and changing deadlines and priorities. You’ll be an effective team player with working knowledge of contact centre, data management, KPI’s and dashboards.

This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our MI function. You’ll be encouraged to stretch and challenge yourself within a dynamic environment whilst being innovative and look for new ways of working.

In return, we offer:

  • Competitive salary and 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 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.

The Company

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.

Latest Opportunities

MI Developer

  • Wimbledon
  • Competitive
  • Full Time
  • January 30, 2023
MI Developer

Location: Flexible working with visits to our offices in Wimbledon or Nottingham.

Salary: Competitive

Contract Type: Permanent

Hours: Between the hours of 7am – 8pm, Monday – Sunday, 35hrs per week

We are excited to announce that we are on the lookout for an MI Developer to join our Group MI team here at Domestic and General. As an MI Developer, you will work closely with The Group MI team to deliver a modern MI service, which will be used by key stakeholders to help aid decision makings.

D+G is transforming into a technology-powered product business serving customers around the world. Our products and services rely heavily on compelling digital experiences for our B2B and B2C clients and customers.

About the role:

As an MI Developer you will work on the projects and programmes that will consist of:

  • Delivering an MI pipeline that provisions intelligence for all business users and applications (including operational and insight)
  • Develop, support and maintain Extract, Transform and Load (ETL) processes using MS Azure services, including SQL, Logic Apps and Data Factory to allow the business data to be standardised, in one location, and create “a single version of the truth”.
  • Working within the team to rationalise and redevelop our existing reporting suite as we move our data platform and reporting to Azure
  • Support BAU analysists with reporting suites ensuring these are delivered with a high degree of accuracy and timeliness
  • Work with colleagues within Group MI to support and repair legacy MI when issues are raised
  • Working with Operational Partners to unlock value from data
  • Deliver MI solutions to agreed scope within agreed timelines
  • Work within MI Development framework to define, design, build, test and deliver MI solutions with Stakeholder engagement and sign off at each stage
  • Keeping abreast of developments and trends in data and reporting technology
  • Continuously review current MI to ensure utilisation and rationalise/redesign where required

About You:

This role will suit an individual that is looking for a challenging role that will have a high impact at the heart of business matters.

In addition, you will have:

  • Experience using data security best practices
  • Familiar with data protection, data fidelity as well as data integrity techniques and regulation
  • Ability to work in rapid sprints with short deployment lifecycles
  • Adaptable to report writing
  • Working with business stakeholders to build and deliver modern MI
  • Knowledgeable with working with Data Engineers, Power BI, Cognos, DevOps and other engineers in a dynamic environment to promote and implement the Cloud Data Platform across D+G
  • Awareness of Agile methods and techniques
  • PPF qualifications
  • Ability to quickly explore, examine and understand complex problems and how these relate to the customer’s business

In addition to the above, you’ll also be used to working in a fast paced, agile team environment, who can deliver against tight and changing deadlines and priorities. You’ll be an effective team player with working knowledge of contact centre, data management, KPI’s and dashboards.

This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our MI function. You’ll be encouraged to stretch and challenge yourself within a dynamic environment whilst being innovative and look for new ways of working.

In return, we offer:

  • Competitive salary and 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.
  • Emplyee 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.

Latest Opportunities