Job summary:
D&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.
**Key Responsibilities**:
- 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, conflicts, and obstacles.
- Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.
**Systems Knowledge**:
Competent use of Microsoft programs including outlook, excel, word, power-point with the ability to use multiple systems at one time.
**PERSON SPECIFICATION**:
**Skills**:
Essential
- Time management & planning skills.
- Communication skills - Strong oral and written communication skills.
- Influencing skills & strong relationship building
- Analytical skills - Ability to assess and interpret technical data relating to business performance.
- The ability to coach & develop to unlock individuals potential.
- Problem solving - solution focused.
- Results-Oriented - Ability to drive your team to achieve targets.
- Motivational Skills
- Ability to work under own initiative, independently as well as part of a team.
- Able to challenge constructively and use data to support an idea or suggestion.
Desirable
- Reporting skills at a high level.
- High level of emotional intelligence.
- Confident in delivering difficult feedback, including peer group.
- Ability to take on senior level responsibilities to support department & wider business.
**Knowledge**:
Essential
- French and Dutch or Dutch only (Native)
- Knowledge of the key & relevant regulations with a focus on creating a customer centric culture that drives the right outcome for the customer.
**Experience**:
Essential
- Sales experience
- Coaching & developing others.
Desirable
- Managing & leading a sales team.
- Working in a regulatory environment.
**Core Competencies**
Customer & Stakeholder focus:
- Forms positive relationships with key stakeholders, customers, and colleagues.
- Collaborates with peers, sharing knowledge across the business.
- Manages difficult situations, such as conflict with a positive outcome.
- Understands customer needs and does the right thing by them.
- Be solution focused.
Understand our business & deliver results:
- Has a solid understanding of our business goals, purpose, and values.
- Sets high standards of quality, behaviours, focusing team on delivery & performance.
- Able to deliver continual improvement across KPIs.
- Able to analyse and explain data effectively.
- Role model a growth mindset, challenging the status quo.
- Considers the impact your team has on h department & wider business. (rather than looking at team in isolation)
Adapting & Responding to Change:
- Is open to innovation; accepts new ideas and advocates change.
- Ensure you have a thorough understanding of change so you can effectively l