Job Description

Sales Team Leader - Retentions

Salary: \xc2\xa336,000 OTE
Contract: Permanent, full time with shift patterns between 8am-8pm, Mon-Sun
Location: Hybrid \xe2\x80\x93 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 a Team Leader for our Inbound Retentions 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\xe2\x80\x99s 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
• Uncapped bonus
• 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 \xe2\x80\x93 Sunday.

Your team will consist of around 15 sales agents who will speak to customers about their appliances and electronic items. You\xe2\x80\x99ll 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\xe2\x80\x99s 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\xe2\x80\x99ll 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 \xe2\x80\x93 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan \xe2\x80\x93 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 \xe2\x80\x93 matched employer contributions up to 5% of basic salary
• Life assurance \xe2\x80\x93 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 \xe2\x80\x93 access to savings and borrowing through payroll
• Car Leasing \xe2\x80\x93 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 \xe2\x80\x93 interest free loans to help spread the cost of annual travel tickets
• Cycle to Work \xe2\x80\x93 tax efficient bike and cycling equipment worth up to \xc2\xa31,000
• Health & Wellbeing \xe2\x80\x93 discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand \xe2\x80\x93 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 \xe2\x80\x93 specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan \xe2\x80\x93 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 \xe2\x80\x93 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\xe2\x80\x99re going through a period of transformational change where customers are at the heart of everything we do\xe2\x80\xa6 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.

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we\xe2\x80\x99re the UK\xe2\x80\x99s 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\xe2\x80\x99s our mission to keep your world running by delivering a service that never lets you down.

Domestic & General