Team Leader Belgium and Netherlands

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 lead your team through change, owning the message.
• Deals well with ambiguity, making positive use of the opportunities it presents.

Prioritisation & time management:

• Remains focused.
• Sets clearly defined goals, aligned with our business OKRs.
• Monitors performance against deadlines and milestones.
• Can prioritise tasks and resource, managing time and activities effectively

Leading & Managing People:

• Takes responsibility to manage all people related issues.
• Clearly communicates expectations to agents.
• Role models high standards of behaviour, ethics and values including giving regular and timely feedback.
• Supports the continuous development of others.
• Inspiring & motivating each individual toward ongoing higher performance levels

Developing our Culture:

• Champions employee engagement plays in commercial performance and workplace culture.
• Continuously strives to enhance the culture of the business through effective communication.
• Demonstrates integrity.
• Leads inclusively, promotes and defends equal opportunities to build diverse teams.
• Encourages organisational and individual responsibility towards the community and environment.

Coaching for Performance:

• Uses coaching effectively to increase overall performance and engagement.
• Tailors coaching conversations through utilising a range of tools and skills.
• Demonstrates an interest in, and understanding of, others.
• Recognises and rewards the contribution of others.
• Listens, consults and communicates proactively

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.