Contract: Permanent, full time
Location: Hybrid – occasional travel to our Nottingham office
Salary: £32,000 pa
Responsible for supporting a group of 15 agents within the team to enhance performance and respond to any knowledge-based queries. Work closely with new agents to drive performance and increase speed to competency through on-the-spot agent coaching and activities which improve engagement. Actively responds to queries to support agents and works to improve AHT and other efficiency metrics of the team. Completes call taking activity as required to support operational call handling 40% of the time.
Key Responsibilities
Provide real time sales and knowledge support
* Support escalation calls and provide coaching and feedback where needed
* Support new agents during and immediately after completion of induction through coaching and developing their skills and knowledge. Provide immediate development QA feedback and agree effective coaching plans
* Provides flexibility through completing call taking activities as a part of BAU activity to ensure relevant, current knowledge and to maintain customer service and sales skills
* Give feedback to enhance agent and team performance. To have an in depth understanding of the Agents performance (using appropriate data available) and coaches to improve performance
* Review intraday performance and focus the team on areas of need
* Support with additional coaching requirements within the team, sharing expertise, best practice and acting as a mentor for others
* Works with L&D during call-taking activities in Induction
* Hold team huddles when required
* Deputise for Team Leader as required
* Role model behaviours to drive our professional standards and coach people against those
* Maintains a focus on continuous improvement and works closely with other Performance and Knowledge Specialists and support functions such L&D and IT to enhance the overall performance of the area.
* Build and maintain key relationships with stakeholders across the business to support your team effectively and promote our “one team” culture.
* Design, manage and track incentives across the team and department whilst sticking to assigned budget and demonstrating positive results.
Skills
Essential
* Active listening and communication skills
* Problem solving skills
* Calm under pressure
* Collaborate across the business to supplement our own expertise
* Ability to improve performance through effective coaching
Desirable
* Analytical Skills
* Proactive and productive, making a positive impact whilst looking further ahead to achieve larger, more complicated, and commercially focused objectives
Knowledge
Essential
* Knowledge of all department specific systems
* Sound knowledge of QA and doing the right thing for our customers
* Commercial awareness
Desirable
* Build long-term customer partnerships
Experience
Essential
* Proven experience handling customer calls and performing to an outstanding level balanced across customer satisfaction and KPI results
* Coaching skills
* Giving feedback
Desirable
* Builds trust, flexible leadership style, motivates team, self-aware, empowers team
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.
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.