Team Leader - DG Outbound

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  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, conflicts, and obstacles.

Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.

Working for us, works for you Personal and Professional growth is encouraged, with Internal Mobility programmes…