Service Watch Agent

Service Watch Agent

Contract Type: Permanent, Full time

Location: Hybrid/Remote with visits to our office in Bedworth

Closing date: Friday 17th July 2026

We are excited to be recruiting a Service Watch Agent, within our Service & Claims department in Bedworth on a permanent contract basis, that can be either home based, or a mix of office and working from home.

To be successful in this role, you will have:

• Previous experience within consumer electronics, domestic appliance or central heating sectors would be ideal.
• Experience in claims management and KPIs preferable.
• Strong focus on the driving the best customer journey outcomes.
• An understanding of cost and quality management.
• Effective interpersonal, written and communication skills at all levels, externally through to internal Director level.
• A high level of organisation with the ability to prioritise tasks effectively.
• An ability to adapt to sudden change.

On a day-to-day basis, you will ensure that customers continue to be at the heart of what we do, by managing the performance of our repair networks. The role will also involve:

• Responsibility for the delivery of a customer focused repair service
• Engaging with repair companies and internal departments to provide support, advice and interventions to ensure customer repairs are undertaken promptly and to high standards
• Develop good working relationships with contractors resulting in improved performance against KPI's
• Monitor repair contractors to ensure high levels of customer satisfaction is attained
• Maintain and report analysis of performance against KPI's, targets and budget
• Ensure policies and services reflect best practice and customer needs

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
• 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

The culture at Domestic at General is creative, fast-moving and exciting as we're going through a period of transformational change where customers are at the heart of everything we do... do not miss out on an opportunity to be part of both our culture and growth, apply now!

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.