Data Handling Team Leader

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.