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Service Watch Agent
Domestic & GeneralService Watch Agent managing the performance of repair networks for customer satisfaction. Engaging with internal departments and contractors at Domestic & General's UK operations.
About the role
Key responsibilities & impact- Ensure that customers continue to be at the heart of what we do, by managing the performance of our repair networks.
- Responsibility for the delivery of a customer focused repair service.
- Engaging with repair companies and internal departments to provide support, advice and interventions to ensure customer repairs are undertaken promptly and to high standards.
- Develop good working relationships with contractors resulting in improved performance against KPI’s.
- Monitor repair contractors to ensure high levels of customer satisfaction is attained.
- Maintain and report analysis of performance against KPI’s, targets and budget.
- Ensure policies and services reflect best practice and customer needs.
Requirements
What you’ll need- Previous experience within consumer electronics, domestic appliance or central heating sectors would be ideal.
- Experience in claims management and KPIs preferable.
- Strong focus on the driving the best customer journey outcomes.
- An understanding of cost and quality management.
- Effective interpersonal, written and communication skills at all levels, externally through to internal Director level.
- A high level of organisation with the ability to prioritise tasks effectively.
- An ability to adapt to sudden change.
Benefits
Comp & perks- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.
- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Performance AnalysisRepair Service ManagementKPI ReportingBudget Management
Soft Skills
Interpersonal SkillsWritten CommunicationOrganizational SkillsAdaptability