Operations Manager - Outbound Sales
Contract Type: Permanent, Full-time
Location: Flexible, Hybrid/Remote
To be successful in this role, you will be able to:
- Inspire and lead high-performing teams through coaching, mentoring and empowerment.
- Build strong relationships with stakeholders across the business and influence positive outcomes.
- Create a culture of accountability, engagement and continuous improvement.
- Successfully lead and embed change, supporting teams through new ways of working.
- Balance customer outcomes, colleague experience and business performance to deliver sustainable results.
- Use data, insight and operational KPIs to drive performance improvements.
- Recognise and develop talent, supporting individuals to reach their full potential.
- Communicate effectively at all levels, adapting your approach to different audiences.
- Drive compliance and risk management while maintaining a customer-first mindset.
- Share best practice and collaborate with colleagues to support wider business objectives.
The Role
- Lead the day-to-day delivery of operational plans, ensuring customers remain at the heart of every decision.
- Create the culture, pace and tone of the operation by coaching and developing Team Leaders and future leaders.
- Drive engagement, motivation and performance through meaningful conversations and strong leadership behaviours.
- Embed Domestic & General values and ways of working across your teams.
- Champion continuous improvement initiatives and contribute to the wider contact centre change agenda.
- Establish clear expectations, objectives and accountability frameworks to achieve business goals.
- Use performance insight to plan, review, measure and evaluate team effectiveness.
- Partner with the Head of Customer Support and Best Practice Manager to drive consistency and adherence to agreed standards.
- Collaborate with teams across Domestic & General to support the achievement of business objectives and customer outcomes.
- Identify strengths and development opportunities within your teams, creating growth and development pathways.
- Promote innovation, best practice and operational excellence across the function.
- Ensure all customer interactions are delivered in line with regulatory and compliance requirements.
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.
Skills Required
- People leadership and coaching experience (managing Team Leaders and frontline staff)
- Contact centre / outbound sales operational experience
- Use of data, insight and operational KPIs to drive performance improvements
- Ability to lead change and embed new ways of working
- Stakeholder management and influencing skills across the business
- Experience driving continuous improvement and promoting best practice
- Strong communication skills, adaptable to different audiences and levels
- Understanding of regulatory, compliance and risk management in customer interactions
- Capability to identify and develop talent and support career progression
What We Do
We’re Domestic & General, the appliance care experts. We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve also been in business since 1912. (So our customers know they're in safe hands.)
