Service Watch Agent

Domestic & General

Service Watch Agent managing the performance of repair networks for customer satisfaction. Engaging with internal departments and contractors at Domestic & General's UK operations.

Posted 7/6/2026full-timeBedworth • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer-focused repair services, ensuring high levels of customer satisfaction through effective performance monitoring and relationship management with contractors. Proficient in analyzing KPIs and adapting strategies to meet customer needs and improve service delivery.

Highest-signal resume keywords

Claims ManagementKPI MonitoringCustomer Journey OptimizationCost ManagementQuality Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance AnalysisRepair Service ManagementKPI ReportingBudget Management

Soft Skills

Interpersonal SkillsWritten CommunicationOrganizational SkillsAdaptability

Industry Keywords

Consumer ElectronicsDomestic ApplianceCentral Heating

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.