Service Excellence Team Leader

## Service Excellence Team Leader Apply:
Hybrid:
Nottingham, UK:
Bedworth, UK:
GB:
Brighton:
Full time:
Posted Today:
End Date:
October 10, 2026 (15 days left to apply):
JR102185
** Service Excellence Team Leader*
* *
* Contract:

** Permanent, full time  
*
* Location:

** Both Remote and Hybrid, with the option to work from home and in one of our office locations in Nottingham, Bedworth or Brighton
*
* Hours:

** 37.5 hours per week
** Closing date:
** Friday 9th October  Are you a highly, driven people leader who has a passion for coaching and developing your teams to achieve fantastic results?  Are you excited by a fast-paced and agile working environment where you can help us in our journey to achieve our vision to become a world class service organisation?  We are now excited to be recruiting a Team Leader for our Service Excellence department.

*
* 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
* 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.  
*
* About You:

** To be successful in this role, you will have:
* Effective interpersonal, written and communication skills at all levels, both internal (to Director level) and externally.
* Excellent problem solving skills.
* You will be highly organized with the ability to priorities tasks effectively and able to remain calm under pressure.
* Ability to improve performance through effective coaching.
* Ideally you will have experience within Consumer Electronics, Domestic Appliance or Central Heating sectors.
* Passion, drive and capability to become a leader of leaders.  
** Working for us, works for you
*** 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…