Client Service Director - Cross Channel

Client Service Director – Cross Channel

Location: Flexible working with visits to our office in Wimbledon as and when required.

Salary: Competitive

Contract Type: Permanent

Are you an experienced Client Service People Leader with expertise in repair management and ensuring positive customer outcomes are delivered?

Are you looking to utilise your expertise and leading a service team in supporting with their personal development to help achieve our business goals?

If the answer is yes to both of these then look no further as this could be the ideal opportunity for you!

We are excited to announce that we have brand new opportunity within our Service team as a Client Service Director that will oversee the management of the Client Service Team, overseeing a wide range of repair improvement initiatives to optimise our customer repair experience across the UK, German, Benelux and French markets. They will also manage the team’s priorities and take overall responsibility for day-to-day people management / development.

In addition to that, they will also work cross functionally to ensure that all strategic initiatives remain on track and are delivered on time aligning to the business goals. It will also include maximising our online repair management capability across all partners and/or suppliers whilst driving the required improvements with key stakeholders. This includes managing the wider associated key project work streams and cross functional teams to deliver the overarching project goals etc.

Other responsibilities will be to deputise for the Channel Directors as and when necessary to fulfil all aspects of the business needs as required.

Domestic & General is a company with an ambitious future.  We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Key responsibilities:

• Ensure the claims budget targets are achieved across all key accounts working cross functionally to deliver.
• Support the ownership of Customer NPS rating for our Service Experience across clients and repair suppliers alike and the various ongoing improvement programme associated with this area e.g. improved customer comms etc.
• Manage the groups IBNR ensuring our claims profile is proactively managed.
• Own the repair complaint reduction strategy leveraging the systems and MI within the business to drive a continuous improvement approach in this key area. This includes collaborating with key stakeholders across D&G - including regular site visits and Client engagement.
• Responsible for key client service relationships which includes all repair contractual management discussions, repair costs, Write Off levels etc. Importantly this encompasses enhancing the level of service provided to our mutual customers 
• Support the Customer Experience team in re-engineering our customer repair and product replacement journeys to significantly improve the customers experience in this key moment of need.
• Continually monitor all relevant industry best practice, identifying additional activity that could be duplicated within D&G to improve our end to end service proposition.
• Work closely with the Underwriting team to deliver the Group’s strategy for individual clients and supporting, as required, during any contractual negotiations.
• Maintain and develop our repair networks to deliver the required level of service and coverage across the UK.
• Ensures that we are regulatory compliant in the service division including our networks and clients i.e. data security / Health & Safety etc.
• Focus on the development of all team members, and ensure all Performance Management discussions are held according to the required deadlines, to enable timely submission of all PDP documentation.

Skills and experience required:

• Be driven to deliver on all targets, both commercial and customer
• Good business & commercial awareness in a relevant industry
• Show leadership in change orientation and develop people around them
• Be able to build effective relationships across all levels and business functions
• Should have expertise in comparable service and claims industry experience in a similar sector
• Possess a proven track record of driving change within an organisation through both internal and external relationships.
• Experience of transforming an end to end customer repair experience including a digital transformation as w
• Budget / forecasting experience on a large scale business model
• Extensive people management and development experience

We offer lots of great benefits! Some of which include: 

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes 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, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
• 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 – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• 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, including referrals for family and friends
• Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers

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.

Please note that we have a thorough referencing process, which includes criminal record checks.

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.