Service Watch Agent

About the Role

We are looking for a Service Watch Agent to join our Service & Claims department on a permanent full-time basis. This position offers flexibility with the option to work remotely or combine office work from our Bedworth site with home working.

Responsibilities

• Manage and oversee the performance of our repair network, placing customer experience at the forefront of your work.
• Collaborate with repair firms and internal teams to provide guidance and interventions ensuring quick, high-quality repairs.
• Establish effective partnerships with contractors to enhance performance relative to key performance indicators (KPIs).
• Monitor contractor activities to maintain excellent levels of customer satisfaction.
• Maintain and analyze reports on performance metrics including KPIs, targets, and budgets.
• Ensure company policies and service offerings align with industry best practices and meet customer expectations.

Candidate Profile

• Preferably has prior experience in consumer electronics, domestic appliances, or central heating fields.
• Familiarity with claims management processes and performance measurement through KPIs is advantageous.
• Strong commitment to delivering optimal customer journey outcomes.
• Understanding of cost control and quality management principles.
• Excellent communication skills adaptable to all organizational levels, from external stakeholders to directors.
• Highly organized with the ability to prioritize multiple tasks efficiently.
• Flexible and able to quickly adjust to changing circumstances.

Benefits and Work Culture

• Opportunities for personal and career growth through internal mobility and leadership development programs.
• Support for work-life balance including hybrid working arrangements, health cash plans, instant discounts, credit-building tools, salary finance loans, electric vehicle leasing, and long service awards.
• Complimentary annual Domestic & General protection plan with the ability to purchase additional plans at discounted rates, extendable to family and friends.

Domestic & General values innovation and customer focus during our transformative growth phase. We welcome you to become a part of our evolving culture and future development.

Other Details

Contract Type: Permanent, Full Time
Location: Hybrid/Remote with occasional visits to Bedworth office
Closing Date for Applications: Friday, 17th July 2026