See all jobs on JobTailor
Search thousands of fresh jobs every day.
- Fresh listings
- Fast filters
- No subscription required
Service Excellence Team Leader
Domestic & GeneralService Excellence Team Leader coaching agents and improving performance at Domestic & General, a domestic-appliance aftercare provider. Supporting escalations, QA feedback, training, stakeholder relationships, and team incentives in a hybrid UK role.
Core Competencies
Role fitUse this summary to align your resume positioning with the role.
Demonstrates strong coaching and mentoring abilities to enhance agent performance and team effectiveness, while maintaining high professional standards and fostering stakeholder relationships. Capable of analyzing performance data and driving continuous improvement initiatives within the Consumer Electronics, Domestic Appliance, or Central Heating sectors.
ATS Keywords
Tailor your resumeTip: use these terms in your resume and cover letter to boost ATS matches.
About the role
Key responsibilities & impact- Provide real-time sales and knowledge support
- Support escalation calls and provide coaching and feedback
- Coach and develop new agents during and after induction
- Provide immediate development QA feedback and agree coaching plans
- Complete call-taking activities to maintain current knowledge and customer service and sales skills
- Provide feedback to improve agent and team performance
- Analyze agent performance data and coach to improve performance
- Review intraday performance and focus the team on areas of need
- Support additional coaching requirements, share expertise and best practices, and mentor others
- Work with L&D during induction call-taking activities
- Hold team huddles when required
- Role-model professional standards and coach employees against them
- Drive continuous improvement with Performance and Knowledge Specialists, L&D, IT, and other support functions
- Build and maintain stakeholder relationships across the business
- Design, manage, and track team and department incentives within budget
Requirements
What you’ll need- Effective interpersonal, written, and communication skills at all levels, internally and externally
- Excellent problem-solving skills
- Highly organized with the ability to prioritize tasks effectively
- Ability to remain calm under pressure
- Ability to improve performance through effective coaching
- Ideally, experience within Consumer Electronics, Domestic Appliance, or Central Heating sectors
- Passion, drive, and capability to become a leader of leaders
Benefits
Comp & perks- Personal and Professional growth encouraged
- Internal Mobility programmes providing networking opportunities
- Leadership development programmes
- Hybrid work / work-life balance
- Health Cash Plan
- Instant discounts
- Credit building tool
- Salary Finance Loans
- Electric vehicle leasing
- Long service awards
- Free Domestic & General protection plan each year
- Discounted rates of up to 50% on additional protection plans, including referrals for family and friends
- Tailored support and training
- Clear career progression