Data Handling Team Leader Contract: Permanent, full time Location: Hybrid – occasional travel to our Nottingham office Salary: £32,000 pa Closing date: Friday 19th December 2025 Responsible for supporting a team of approximately 10 agents within the Data Handling area to enhance performance and ensure IT tickets and merge-related tasks are managed effectively. Work closely with new starters to drive performance and increase speed to competency through coaching, training, and engagement activities. Actively monitor ticket prioritisation and agent workflow to maintain service standards and operational efficiency. Key Responsibilities • Manage IT tickets within the area, ensuring complaints are prioritised and agents are accepting work correctly. • Attend working groups regarding merge processes and provide feedback to improve efficiency. • Train new starters on resolving merge issues using call listening skills, Flyspeed, AS400, and Orbit (repair booking system). • Coach the team on areas of improvement and provide constructive feedback. • Hold team huddles to share updates, best practices, and maintain engagement. • Design, manage, and track personalised incentives for the team, ensuring positive results. • Conduct quality checks on work to maintain standards and provide feedback for improvement. • Manage agents’ annual leave bookings throughout the year to ensure adequate coverage and minimal disruption to service. • Build and maintain strong relationships with stakeholders across the business to support your team effectively. • Maintain a focus on continuous improvement and collaborate with support functions, such as Merge Support, Data Stewards and Data Platform Support. Skills Essential • Strong communication and active listening skills. • Problem-solving ability and calm under pressure. • Ability to coach effectively and improve team performance. • Collaborative approach across the business. Desirable • Analytical skills and proactive mindset. Knowledge Essential • Understanding of how to use Genio and Orbit. • Strong understanding of GDPR rules and legislation to ensure compliance in all data handling activities. Desirable • Understanding of FlySpeed SQL, AS400, Genesys, R2S, and ICBM. Experience Essential • Proven experience managing IT tickets and delivering outstanding performance. • Coaching and feedback skills. Desirable • Builds trust, motivates teams, and demonstrates flexible leadership style. • Experience in process improvement. If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application. Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application. Working for us, works for you: Comprehensive training with clearly defined career progression opportunities 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 are 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 criminal record checks. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.