Working at Domestic & General Group |

Domestic & General Group Overview

Wimbledon, England
1001 to 5000 employees
Company - Private
Insurance Operator
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

Company Updates

  • Sophie has recently been promoted from a Team Leader to a Deputy Operations Manager based in our Brighton Contact Centre. Sophie’s role supports the Operations Managers in the day to day running of the department and she spends her time mentoring Team Leaders. Sophie feels you can shape your own career path at D&G through passion, energy and engagement. Further information on our Team Leader roles and current vacancies can be found here: #DandGpeople

    Domestic & General Careers | Welcome

    View the careers website for Domestic & General, the UK's leading specialist provider of appliance breakdown and warranty protection.

  • Sean has progressed from a Team Leader to a Contact Centre Business Manager within our Brighton site. Sean is responsible for delivering key change projects within our operation. Sean's previous Team Leader role gave him excellent exposure to the day to day running of the business and allowed an excellent starting point for his career.
    Further information on our Team Leader roles and current vacancies can be found here #DandGpeople

    Domestic & General Careers | Welcome

    View the careers website for Domestic & General, the UK's leading specialist provider of appliance breakdown and warranty protection.

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Domestic & General Group – Why Work For 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.


We’re building 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. Our people strategy, an integral and complementary part of our 5-year business plan, focuses on delivering outstanding customer service through the inspiration and fulfilment of our people. Driving a significant transformation of our operating model means that our people have greater opportunities to grow, develop and progress their careers.

However, it’s the small things that count. To make your day-to-day working life more comfortable we provide fresh fruit delivers to all our offices, free tea and coffee, complimentary flu jabs in winter and free general health checks throughout the year. We’ve also launched a brand-new discount site in partnership with Xexec, a leading employee reward and recognition provider, to offer great value discounts on hundreds of online and high street vendors in the UK.

Above all, a career at Domestic & General will stretch and challenge you to achieve your full potential, and enable you to make an enormous contribution to our growing business, regardless of your location.

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.

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.

For more information on the roles at Domestic & General visit

Domestic & General Group Reviews

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Domestic & General Group CEO Ian Mason
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    "An exciting & rewarding place to work, which is growing from strength to strength!"

    • Work/Life Balance
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    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Brighton, England
    Current Employee - Anonymous Employee in Brighton, England
    Positive Outlook
    Approves of CEO

    I have been working at Domestic & General Group full-time (More than 5 years)


    I've worked for D&G for many years and across various departments. The business has grown and evolved over the years (positively) and having been part of the transformation over the years, I feel very proud to work for this company.

    Over the years I've worked in various roles, including as a call taking agent for my first three years, which I thoroughly enjoyed. The place is filled with passionate, creative, inspiring people (Agents, Team Leaders, Trainers, Managers, Support Functions - there really are great people across the board). I've had the pleasure of working for leaders who have inspired and made me feel empowered to build a rewarding career at D&G. I've enjoyed countless training & development opportunities, had the chance to be involved in change (through workshops & projects), and been made to feel valued.

    Like any business, there have been times where we've faced challenges, but watching everyone pulling together as one team, to support each other, share ideas & solutions, and come through successfully, enforces that sense of pride I have for the company.

    The company is continuously looking for ways to raise standards, and does so in a professional way. The company invests a lot of money and resource into growing & developing the business, as well as developing & supporting it's staff. Regular coaching, team meetings, "buzz sessions / huddles", 121's, well being meetings, incentives and so on, helps to create a very supportive environment. A lot of this good work sometimes goes unnoticed, so I wanted to shout about it here!

    Overall I've thoroughly enjoyed my time working for D&G, and look forward to many more successful years. It's not only given me a great opportunity to build a life long career, but it's also helped me to grow as a person - I've learned so many skills that have helped me in life as well as at work. D&G does invest in its people, and opportunities do come to those who are willing to work hard and have a positive "can do" attitude.


    In order to progress within certain areas of the business, there is often a long wait for opportunities to come up. I don't believe this is the fault of the business, as it's the nature of having a limited amount of certain roles, and a high demand - but it can sometimes make people feel that they are waiting indefinitely for the role that interests them to come up.

    Additionally, I feel we can do more to raise awareness of the broad range of areas & functions we have across the business, to help individuals recognize roles where their skills & experience are suited to.

    Having said all of that, I know that the business is already doing some work around career development, and look forward to seeing it develop!

    Advice to Management

    It's been great to see the business transform over recent years, particularly in embracing our values and taking an "inclusive" approach, involving more of our front line colleagues and contact center staff.

    I would simply encourage management to continue to trust it's people, and involve them. Change has a much better chance to succeed when you involve those people who live and breathe it, from the very start.

    My final comment to management is, contrary to what you may hear, you have a lot of passionate, enthusiastic, optimistic people working in your contact centers who ARE proud to work for D&G - we're making the right kind of changes and there are a lot here on the front lines, who want nothing but success.

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Domestic & General Group Photos

Domestic & General Group photo of: A great set up for our annual People Managers Townhall
Domestic & General Group photo of: Brighton colleagues taking part in an interactive People Strategy event
Domestic & General Group photo of: Brighton summer BBQ at the Amex Stadium
Domestic & General Group photo of: Brighton Mayor opening up our night of Sport Relief fundraising
Domestic & General Group photo of: Dine & Gather break area
Domestic & General Group photo of: CEO and Nottingham Mayor presenting long service award
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Domestic & General Group Interviews



Getting an Interview

Getting an Interview




  1. Featured Interview


    Anonymous Interview

    Anonymous Employee in Wimbledon, England
    Accepted Offer
    Positive Experience
    Difficult Interview


    I applied through a staffing agency. The process took 4 days. I interviewed at Domestic & General Group (Wimbledon, England) in September 2017.


    1 stage interview with LM and Head of Function. Interview started with a short summary about the company (which I had read about already), but more insight into the department and the role. The questions were not very easy, however based on my previous experience and very relevant to the role. Any questions I asked myself were answered honestly and sufficiently. I got a job offer in a couple of days.

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Domestic & General Group Awards & Accolades

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