Job Description

Service Watch Team Leader

Contract Type: Permanent, full-time

Location: Hybrid, Bedworth

We’re looking for a Service Watch Team Leader to lead, motivate and develop our Service Watch team, ensuring we continue to deliver an excellent repair experience for our customers.

You’ll take ownership of workflow management across our White Goods repairs, using data and timely interventions to maximise productivity, improve supplier performance and deliver against key service levels. Working closely with teams across Operational Services and Customer Delivery, you’ll play an important role in continuously improving how we deliver for our customers.

About You

To be successful in this role, you will be able to:

• Demonstrate experience of delivering against KPIs within claims, repairs or a similar operational environment.
• Lead, motivate and develop a team, providing constructive feedback and supporting professional development.
• Use data and operational insight to identify issues, make effective decisions and drive continuous improvement.
• Build strong and productive relationships with internal teams and external suppliers.
• Communicate confidently and effectively with stakeholders at all levels, including senior leaders.
• Take a proactive, solutions-focused approach to improving customer outcomes, productivity and service delivery.

The Role

• Lead and develop the Service Watch team, driving consistent productivity, performance and excellent customer outcomes.
• Manage workflow across White Goods repairs, using available data to make timely interventions and achieve service levels and daily targets.
• Monitor work in progress, team output and supplier performance to identify opportunities for continuous service improvement.
• Lead daily team huddles and regular 1-2-1s, providing clear direction around performance, targets and development.
• Build productive relationships with suppliers to improve performance against KPIs and minimise repairs falling outside agreed service levels.
• Work collaboratively across Operational Services and Customer Delivery teams to improve the end-to-end repair experience.
• Contribute to the development of operational processes, ensuring alignment with D&G policies, procedures, service standards, the Target Operating Model and Repairer Service Level Agreements.
• Drive consistent decision-making and early intervention throughout the customer repair journey, balancing customer satisfaction, productivity and long-term costs.

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 an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and 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.