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

Customer Sales Advisor Outbound (Remote)

  • Nationwide
  • Salary: £21,500 per year + Average Bonus...
  • Full Time
  • January 30, 2023
Customer Sales Advisor Outbound (Remote)

New Year, New Start!

Join D&G in January 2023 – Customer Sales Advisor – Outbound

Competitive salary: Salary: £21,500 per year + Average Bonus Earnings of £7,200 per annum.
Contract: Permanent, full time with a fixed weekly shift pattern
Location: REMOTE – working from home

Early applications encouraged with a start date of 27th of March 2023.

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. Right now, we’re recruiting Customer Sales Advisors 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 Advisor in our busy Outbound department, you’ll get in touch with customers to make sure their appliances are protected. Day-to-day, you’ll:

  • Use your brilliant sales and communication skills to upsell products
  • Provide peace of mind by finding the right solution for every customer.
  • Build rapport with customers, get to know their individual needs and put their interests first.

What else to expect:

  • In a 2-week training programme you’ll learn our systems, meet your new colleagues, perfect your sales technique and learn what makes a great customer experience.
  • You’ll work on a shift pattern where you’ll enjoy weekends off (Monday – Thursday: 10:30 – 19:00; Friday: 9:00-17:30).
  • Working from home on a remote basis.
  • You will receive two 15mins breaks plus 30mins for lunch per shift.
  • We’ll provide all the equipment you need, but you must have broadband access.

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
  • Unflappable and resilient attitude to juggle tasks and bounce back quickly

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 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.

Latest Opportunities

Customer Sales Advisor - Sky Outbound (Remote)

  • Nationwide
  • £21,500 per year + Average OTE Bonus Earning...
  • Full Time
  • January 30, 2023
Customer Sales Advisor - Sky Outbound (Remote)

New Year, New Start!

Join D&G in January 2023 – Customer Sales Advisor – Sky Outbound

Competitive salary: £21,500 per year + Average Bonus Earnings of £6,000 per annum and Free Sky TV!
Contract: Permanent, full time with fixed weekly shift patterns
Location: 100% Homebased, can be located anywhere in the UK!

Early applications encouraged with start dates of 13th and 20th of March 2023.

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. Right now, we’re recruiting Customer Sales Advisors for our Sky Outbound department – a fun environment, focused on delivering outstanding sales performance through excellent customer service.

The role you’ll do

As a Customer Sales Advisor in the Sky Outbound team, you’ll be an ambassador for the market-leading Sky brand. Day-to-day, you’ll:

  • Make outbound sales calls to Sky’s warm customer base and sell them Sky Protect products.
  • Use your expert knowledge and brilliant communication skills to share the product benefits and find the solution that’s right for customers.
  • Build rapport with customers, get to know their individual needs and put their interests first.

What else to expect:

  • In a 3-week training programme you’ll learn our systems, meet your new colleagues, perfect your sales technique and learn what makes a great customer experience.
  • This department has shift patterns based on a 37.5-hour contract, between the opening hours below.

    • Two weeks of: Monday – Thursday 11:00 – 20:00 and an early finish on a Friday working 9:30 – 16:00
    • Two week of: Monday – Thursday 09:30 – 18:30 with an early finish on a Friday working 09:30 – 16:00

  • Working from home remotely
  • We’ll provide all the equipment you need, but you must have broadband access.

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
  • Unflappable and resilient attitude to juggle tasks and bounce back quickly

How you’ll be rewarded

  • Average bonus of £6,000 per year
  • 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.

Latest Opportunities

Customer Sales Advisor - Whirlpool (Remote & Hybrid)

  • Nationwide
  • £21,500 per year + Bonus Earning Potential of...
  • Full Time
  • January 30, 2023
Customer Sales Advisor - Whirlpool (Remote & Hybrid)

New Year, New Start!

Join D&G in January 2023 – Customer Sales Advisor – Whirlpool

Location: Hybrid and remote working options available.

Start Date: 13th of March 2023 .

Contract Type: Permanent

Advert Close Date: We recruit on a rolling basis so if you are interested and wish to apply please submit your application at your earliest opportunity

Are you on the lookout for a new position that offers a mix of office and remote working? Do you want to work for a company that supports work life balance? If so, we may have the opportunity you have been looking for.

About the Role

This vacancy is in one of our inbound sales teams, meaning that you’ll be the first point of contact for customers who call in for help. You’ll receive calls from customers who will be looking to register their Whirlpool appliances. With your excellent customer service and your expert sales skills, you will give added peace of mind by up-selling other products, that customers can purchase that best suit their needs.

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: 08:00 – 20:00

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 & Bonuses

  • A highly competitive £21,500 basic annual salary
  • Average Earning Potential of £8,700 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

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 broadband packages, together with a range of discounts for 100s of online and high street retailers

Training Schedule

We offer a fantastic virtual training experience over a 3 week period. Please ensure you can commit to 3 weeks full time virtual training before you apply.

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. All systems training will be covered so you are confident working independently at home and the office.

About Us

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’re looking for skilled sales professionals dedicated to putting customers at the heart of what we do. We have a five-year plan to transform the way we work, serve our customers and take care of our colleagues – and you can help make it happen.

Please note you must have been in your current role for a minimum of 12 months in order to apply.

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.

Domestic & General work in trusted partnership and are supported by Brook Street (UK) Limited, with the recruitment process for our contact centre agents. Information collected from you in relation to your application, will be accessed by Brook Street under a strict duty of confidentiality and Brook Street will be in direct contact with you in relation to any application made.

Latest Opportunities