Team Leader - DG Outbound

## Team Leader - DG Outbound Apply:
Hybrid:
Nottingham, UK:
Full time:
Posted Today:
End Date:
November 7, 2026 (10 days left to apply):
JR102142#
** Team Leader - DG Outbound
**** Contract Type:
** permanent
*
* Location:

** Hybrid, based out of our Nottingham officeD&G’s purpose is to make the world a better place, one repair at a time with a mission to keep or customer’s world running.

As a Team Leader you play your part by driving the right outcomes for colleagues, customers, and the company through developing, managing and leading a high performing team of customer-focused agents, being responsible for overall compliance as well as customer experience and sales outcomes. Team   Leaders are responsible for and will be measured against a range of KPIs, including quality assurance, sales units & conversion, hours delivery (OB) average handling time (IB) engagement scores, attrition and absence management.
** About You
** To be successful in this role, you will be able to:
* Demonstrate experience leading a sales team in a regulated environment
* Drive results and consistently deliver against targets in a sales environment
* Coach, develop and motivate individuals to maximise performance and potential
* Build strong relationships and influence stakeholders at all levels
* Analyse and interpret performance data to inform decisions and improve outcomes
* Lead performance through clear expectations, high standards and continuous improvement
* Communicate effectively, both verbally and in writing
* Demonstrate a strong customer focus, ensuring the right outcomes are achieved
* Solve problems proactively with a solution-focused mindset
* Adapt positively to change and lead others through ambiguity
* Confidently challenge constructively, using insight and data to support ideas
* Apply knowledge of relevant regulations to maintain a compliant, customer-centric approach
* Handle difficult conversations and manage conflict to achieve positive outcomes
* Collaborate with colleagues and share knowledge to support wider business success
** The Role
*** Proactively call listen, conduct 121s, coaching sessions, team meetings and huddles; setting high sales and performance standards, setting SMART actions to drive continuous improvements.
* Establish a customer centric culture with your team & the wider department, by striving to achieve first call resolution and excellent standard of service for all new and existing customers.
* Continuously strive to enhance the culture of the business, raising the bar with the team through engagement initiatives, acting on feedback and effective communication.
* Focus the team on delivery and sales performance, identifying and improving through coaching areas of development.
* Demonstrate capability to delivering sales targets whilst providing our customers with an excellent level of service and engaging your team.
* Take responsibility to manage all people related issues, clearly communicating the expectations of agents.
* Demonstrate resilience and strong leadership capability.
* Maintain a culture of compliance to procedures, regulation, conduct, data protection and compliance.
* Resolve escalated customer queries, ensuring compliance with FCA principles, putting the customer at the heart of what we do.
* Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines.
* Be open to innovation, understanding the principles of change management and coaching others through change.
* Collaborate with peers and key stakeholders to share knowledge and ideas across the business.
* Display role model behaviours, live & breath our core values whilst encouraging others to do the same.
* Maintain a clear focus on goal achievement, confronting problems,…