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About the Role
This role will provide vital oversight into how protection plans are offered by major retailers in partnership with Domestic & General. It enables the business to identify areas of improvement or compliance breaches, ensuring customers receive positive outcomes and supporting company growth and reputation enhancement.
Responsibilities
- Develop a detailed understanding of Domestic & General's products, services, customer journeys, and customer outcome expectations.
- Develop knowledge of the compliance and regulatory requirements associated with offering Domestic & General products.
- Analyze customer interactions and sales journeys to identify examples of good practice and potential areas of concern.
- Deliver mystery shopping activities across retail and partner channels by acting convincingly as a genuine customer.
- Ensure mystery shop findings are accurately recorded and scored in line with agreed quality standards and reporting requirements.
- Support new product, process, and client launches by helping to validate that learning and improvement activities have been successfully embedded.
- Analyze competitor products, customer journeys, and market activity to identify opportunities for improvement.
- Manage personal workloads and deadlines to ensure activities are completed accurately and on time.
- Ensure all work is completed in line with company policies, procedures, and regulatory requirements.
- Lead personal development by actively participating in training, coaching, and learning opportunities.
Requirements
- Strong attention to detail and ability to assess information accurately.
- Good analytical and problem-solving skills with the ability to identify trends and areas for improvement.
- Excellent written and verbal communication skills.
- Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
- Customer-focused mindset with an interest in understanding customer experiences and outcomes.
- Comfortable using Microsoft Office and learning new systems and processes.
- Previous experience in a customer service, administration, retail, sales, or similar customer-facing environment is desirable.
- An interest in quality assurance, compliance, or customer insight would be advantageous.
- Thorough referencing process, which includes criminal record checks.
Skills
- Microsoft Office
- Customer Service
- Administration
- Retail
- Sales
- Quality Assurance
- Compliance
- Customer Insight
Location
- Flexible on location in the UK
- Midlands/North of England based
Work Type
- Permanent
Salary/Compensations
- Competitive
Benefits
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays
- Annual option to buy up to 5 additional days of annual leave
- Training opportunities
- Clearly defined career progression
- Health cash plan – employer funded cover for essential healthcare costs (dental, optical, physiotherapy, etc.)
- Unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Opportunity to be an Eco & Social volunteer via an app
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans
- Employee discounts – with a range of discounts for 100s of online and high street retailers
About the Company
- Domestic & General partners with several major retailers across the UK to offer protection plans that customers value and use every day.
- 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.
Equal Opportunity
- Domestic & General are an equal opportunities employer which means we treat people fairly.
- We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.