Domestic & General

Customer Support

• Handle inbound calls from customers with concerns, complaints, or issues
• Provide assistance, guidance, and resolution
• Build rapport and listen carefully to understand each customer's situation
• Take ownership of customer concerns and work toward appropriate outcomes
• Deliver exceptional customer service while meeting required standards
• Work independently with minimal supervision in a home environment
• Manage workload through overnight shifts while maintaining attention to detail
• Learn products, compliance updates, and client perspectives through training

Customer Support Advisor – Nights Team

Team Leader

• Provide real-time sales and knowledge support
• Support escalation calls and provide coaching and feedback
• Coach and develop new agents during and after induction
• Provide immediate development QA feedback and agree effective coaching plans
• Complete call-taking activities as part of BAU activity
• Give feedback to enhance agent and team performance
• Analyze agent performance data and coach to improve performance
• Review intraday performance and focus the team on areas of need
• Support additional coaching requirements and mentor others
• Work with L&D during induction call-taking activities
• Hold team huddles when required
• Role-model professional standards and coach people against them
• Drive continuous improvement with Performance and Knowledge Specialists, L&D and IT
• Build and maintain stakeholder relationships across the business
• Design, manage and track team and department incentives within budget

Service Excellence Team Leader

Learning and Development

• Contribute to D&G's future learning vision and operating model
• Design, develop and implement innovative digital, blended and performance-support learning solutions
• Diagnose capability gaps with business stakeholders and identify effective solutions
• Define and evolve learning design methodologies, standards and frameworks
• Establish governance approaches supporting consistency, quality and scalability
• Evaluate, pilot and recommend learning technologies, AI tools and digital capabilities
• Act as a subject matter expert for the learning technology ecosystem
• Apply human-centred design principles to improve learner experiences
• Develop eLearning, simulations, video, audio and performance-support resources
• Ensure solutions meet regulatory requirements, internal standards and branding guidelines
• Use learning analytics and evaluation data to improve effectiveness and demonstrate business impact
• Participate in quality assurance and continuous improvement activities
• Coach and mentor instructional designers and learning professionals
• Build relationships with global stakeholders across the UK, Europe and US
• Manage complex projects through the full learning lifecycle

Customer Support Advisor – Nights Team

Service Excellence Team Leader

Learning Experience Specialist