Working at Domestic & General Group | Glassdoor.co.uk

Domestic & General Group Overview

Wimbledon, England
1001 to 5000 employees
1912
Company - Private
Insurance Operators
Unknown / Non-Applicable
Domestic & General is the UK’s leading appliance care specialist with an international presence. We provide customers with protection for their household appliances and electronic products. 16 million people rely on us to keep their world running ... Read more

Mission: Our mission is our commitment to our customers, who we put at the heart of everything we do.

Company Updates

  • Wow, after a jam-packed agenda over two days with our brilliant executive team, we were thrilled to welcome the one and only Gemma Collins as the surprise host for our IGNITE recognition awards! Here?s a snap of the Fabulous GC on our ?virtual? stage! Congratulations to all our 2020 winners and to the whole team for a fantastic event ? a first for the D&G team! #DandGpeople #VirtualTownhall #startthestory

  • Yesterday marked day one of our two-day Virtual Townhall. Our colleagues across the globe joined online for an update about Domestic & General?s future and how we will deliver our company vision. We were also joined by a guest speaker, Ade Adepitan, who shared his inspirational story of how he overcame polio and achieved his burning ambition to win a medal in the Paralympics for Great Britain. Ade?s story of adversity, teamwork and success is a powerful reminder of how we can all overcome challenges and achieve great things when we work as #oneteam. #dandgpeople #virtualtownhall #startthestory

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Domestic & General Group – Why Work With Us?


Headquartered in South West London, we’re the UK’s leading appliance care specialist with a presence in 10 countries and a proud 100-year heritage with a strong financial track record. Some of the world’s biggest brand names work with us to provide them with product protection for a broad range of domestic appliances and consumer electronic products, ranging from televisions, washing machines and boilers to laptops, smartphones and tablets.

To provide the world-class service our customers both need and expect, we’ve embarked on one of the biggest transformation programmes in our sector, focusing on 3 strategic priorities:

  • Step change to our customer service
  • Personalise customer offers
  • Grow core strength

By 2022, Domestic & General will be a business that epitomises best-in-class customer service, embodies a culture of high performance, and expertly delivers outstanding results for our clients, colleagues and customers alike. Our strategy will enable us to not only transform our business model, but also to adapt to the needs of our customers and evolving technology with ease.


What we do is only part of this story, how we do it will differentiate us.

From the frontline to the boardroom, we’ve worked together to define a culture that resonates with everyone and drives individual and business performance. Ignite, our culture and values programme, is an important part of our 5-year strategy and it defines how we all need to operate on a daily basis in order to achieve our mission and vision. This means:

  • Putting the CUSTOMER FIRST in every decision
  • Collaborating as ONE TEAM no matter location or function
  • Pushing ourselves and each other to be HIGH PERFORMING
  • Taking PERSONAL ACCOUNTABILITY and delivering the right outcome
  • Never compromising on TRUST & INTEGRITY

If we focus on our strategic priorities, live our values and put customers at the heart of everything we do, we will become the world-class organisation we envision, ready and able to serve our customers in a smarter future.

We are a world-class customer focused business and that means recruiting the best talent, providing opportunities for progression and rewarding performance.

We offer performance aligned incentives to our front line colleagues, and the opportunity for all other colleagues to participate in a discretionary bonus scheme, which is aligned to the performance and contribution of our people, and the results of our business.

To make your day-to-day working life more comfortable we provide fresh fruit delivers to all our offices and free tea and coffee. We also have a great employee benefits portal which offers great value discounts on hundreds of online and high shops in the UK.

Read more about how you’ll be rewarded here.

Career progression is really important to us here at Domestic & General. See below for further information on career progression stories from across D&G.  

Spotlight on... Team Leader Progression

One of our crucial roles within the business is our Team Leaders. Our Team Leaders drvie our contact centre teams to deliver outstanding sales performance and excellent customer service. Hear from some of our current Team Leaders below and how they have progressed throughout the organisation. Hopefully these personal stories will give you an insight into the varied career progression opportunities at Domestic and General. 

Tom, Operations Manager

 

 

What is your current job title and what do you do?

I’m an Operations Manager and am responsible in ensuring that we meet and exceed the expectations of both the business and our clients, by delivering great customer service and sales results. I achieve this through managing, motivating and developing my Team Leaders, enabling them to create high performing teams.

 

How long have you been at D&G?

I’ve worked at Domestic & General for 14 years, spending most of that time as a Team Leader.

 

What advice would you give someone looking to progress at D&G?

Take ownership of your own progression! Share your aspirations and vision of the future with your line manager, so they can support you with a meaningful development plan. Crucially, you need to be a role model and shining example within your team - this helps you build a strong reputation which will lead to opportunities and extra responsibilities.

 

And finally, how does your experience of being a Team Leader help you in your current role?

It helped me understand the various challenges and pressures that come with the role, so that I can support my Team Leaders in overcoming them and reaching their own potential. It’s also helped me to understand what my Team Leaders might need from me for support and their growth. It’s given me a broad perspective and understanding of our business and clients and has certainly helped me to build relationships with a large network of talented and experienced people across the business, who I can always call upon for their knowledge and expertise! 

 

Sarah, Learning Specialist

 

 

What is your current job title and what do you do?
I’m a Learning Specialist within Learning and Development in Brighton. This means I deliver training to new agents to the business and well as upskilling training. I write, develop and create material and then deliver it to the intended audience, with the help of the rest of my team.

 

How long have you been at D&G?

I’ve been working for Domestic & General for 6 years. 

 

What advice would you give someone looking to progress at D&G?
The advice I will always give those looking to progress is to talk to those who work in the area you are interested in, work out any additional skills you would need and think of how to gain these within the role you’re currently in. Domestic & General is a great business for self-development and progression and there’s always scope to develop further if you want to.

 

And finally, how does your experience of being a Team Leader help you in your current role?

It was hugely beneficial – it gave me a great understanding of the departments that I train for, allowing me to best prepare our new starters for their new roles. My time as a Team Leader also allowed me to grow and enhance my people and communication skills and develop management skills that I did not already have, which is always useful when managing a group of people in the training room.

 

 

Sean, Contact Centre Business Manager

 

 

What is your current job title and what do you do?

I’m a Contact Centre Business Manager. I have exposure to most key changes within our operation and it’s my job to support the delivery of these ongoing projects. It’s a varied and diverse role that impacts the entire business and provides a great level of insight into how the Contact Centre works and allows you to have a positive impact on getting things right.

 

How long have you been at D&G?

I have been with Domestic & General for just over two and a half years.

 

What advice would you give someone looking to progress at D&G?

Domestic & General is a big business with so many opportunities. There are always new roles being advertised internally and if you want to progress you should visit our other sites, meet new people, make contacts and most importantly, make a name for yourself.

 

And finally, how does your experience of being a Team Leader help you in your current role?

It enabled me to broaden my horizons and see new ways of working. The Team Leader role is fundamental in any Contact Centre, giving you good exposure into the day to day running of the business. It provides an excellent starting point for a career with us, providing you with knowledge and a foundation that is necessary to engage in high level discussion and ultimately progress in any area.

 

 

Sophie, Deputy Operations Manager

 

 

What is your current job title and what do you do?

I was recently promoted from Team Leader to Deputy Operations Manager in our Sky department. My new role is to support the Operations Managers in the day to day running of the department and generally lead from the front! I’m responsible for influencing change, supporting and mentoring the Team Leaders and doing whatever I can to increase the performance of the department.

 

How long have you been at D&G?

Almost 5 years now, after joining as a Contact Centre Agent in 2014.

 

What advice would you give someone looking to progress at D&G?

Passion, energy and engagement are what matter most. It doesn’t matter if you haven’t been to university or got certain qualifications; if you apply yourself, give 100% and make the most of every opportunity, you can truly shape your own career path at Domestic & General.

 

And finally, how does your experience of being a Team Leader help you in your current role?

I’ve always had natural leadership skills and I love working with people, especially in helping them develop and achieve their goals. My time as a Team Leader helps me be better at leading our current Team Leader population. I can share my insights and experiences with them to help them reach their full potential, whilst creating an engaging and exciting culture within our Brighton office.


Emma, Operations Manager, Nottingham 

What is your current job title and what do you do?
I am a Operations Manager for our Repair & Protect department. We support our customers who call in after experiencing a breakdown but; have no protection plans in place. We provide all options available to the customer in order; to repair their appliance as quickly as possible, whilst also providing them with a plan to cover any future breakdowns. In my role, I support a group of four Team Leaders where I coach, motivate and inspire the Leaders to be great role models for the team. 


Can you describe your career journey with D&G so far?
I’ve been with D&G for 15 years. I started as an agent, working on the phones, providing an excellent service, hitting targets and building my knowledge along the way. In 2009 I seized the chance to step up and support the business with helping existing and new employees, which in turn; led me to be recognised and promoted to a Team Leader. After two years; I won the accolade of ‘Highly Commended Sales Manager of the Year’ from the UK National Contact Centre Awards. In June 2018 I was seconded as an Operations Manager in D&G’s Repair & Protect Department to progress my career even further.


What advice would you give someone looking to progress at D&G?
Recognise your work ethic and the value of what you do and achieve. Also, recognise the qualities and the skills you have and think about what direction you want to take. Be proactive, seek opportunities and work collaboratively with your peers and leadership group. Reflect on what you do on a regular basis and what you can do better moving forward. View any feedback you receive as an opportunity to progress.


What do find challenging about your current role?
Working in a call centre, you need to be able to adapt and, on occasion, to learn new processes, which can sometimes be a challenge. You need to be highly adaptable and collaborate with our wider business colleagues, in order to work as one team. Building great relationships and not being frightened to ask for support and guidance; helps massively during periods of change.

What do you enjoy the most?
The people here are fantastic and the organisation wants to see you succeed and do a great job whatever your job title. Every day is different and provides new challenges and opportunities to succeed.

And finally, how does your experience of being a Team Leader help you in your current role?
Starting as an agent gave me the skills to be competent with process, procedures and product knowledge. This has resulted in Domestic & General investing in me and providing with the opportunities to develop into a leadership role.


For more information on the roles at Domestic & General visit careers.domesticandgeneral.com

Domestic & General are committed to enabling colleagues to find an effective work-life balance and build resilience through a broad and supportive wellbeing strategy.

We want to make sure everyone stays happy and healthy, both inside of work and out. When it comes to wellbeing, feeling good has a ton of benefits such as reducing stress and boosting confidence, self esteem and happiness. So what does this look like for our employees in practice?...

  • Discounted benefit website which offers exclusive shopping discounts, cashback and travel services for all UK employees
  • Employee Assistance Programme
  • Discounts on D&G products
  • Cycle to Work Scheme
  • Salary Finance to support financial wellbeing
  • Health Cash Plan
  • Occupational Health
  • Mental health services, including Mental Health Advocates in each office location

 

Domestic & General Group Reviews

  • Featured Review

    "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Insurance Agent in Nottingham, England
    Current Employee - Insurance Agent in Nottingham, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Domestic & General Group full-time (More than a year)

    Pros

    I have worked at Domestic and General for just over 2 years. It has been a really pleasant experience for me. The support from day 1 has been fantastic. The pay and bonus schemes are really competitive for the work we do and lots of daily and monthly incentives. You can win vouchers, paid leave, holiday breaks and items such as laptops.
    D&G have also improved work life balance introducing alternative shift patterns. We were at the forefront of home working trialling this before the lockdown was announced. The speed at which this was done was amazing. I feel we have had tremendous support since working from home with the use of a variety of social media to keep us all connected. Regular coaching and team meetings so we do not feel alone. Personal trainer sessions and Pilates classes online to help us keep fit.
    Prospects for progression have recently increased with the introduction role models, agent progression programmes and the new lead agent roles which will now be confirmed after the pandemic.

    Cons

    None for me however if you are not willing to put the time and effort in to the job, comply with adherence being present and on time, provide great customer service then this may not be the right job

    Advice to Management

    Keep up the great work, ensure all new TLs etc are consistent in their approach to aspects of HR and progression opportunities and keep D&G a great place to work

See All 385 Reviews

Domestic & General Group Photos

Domestic & General Group photo of: 2019 People Manager Townhall
Domestic & General Group photo of: Our Brighton Contact Centre - Beach Cafe
Domestic & General Group photo of: Our Data Scientists at Data Kind Networking event
Domestic & General Group photo of: Brighton refurb
Domestic & General Group photo of: Our Customer Service Week winners
Domestic & General Group photo of: Fireworks 2019
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Domestic & General Group Interviews

Experience

Experience
66%
13%
21%

Getting an Interview

Getting an Interview
64%
17%
8%
8
3

Difficulty

2.7
Average

Difficulty

Hard
Average
Easy
  1. Featured Interview

     

    Data Analyst Interview

    Anonymous Employee
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied through an employee referral. I interviewed at Domestic & General Group.

    Interview

    After I was referred by an existing employee, I had to submit a formal application for the position. This lead to a single interview (you may have to take a mathematics test before this) . You should receive a phone call in the next few weeks letting you know if you are successful or not.

    Interview Questions

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Domestic & General Group Awards & Accolades

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