Service Watch Agent

About the Role

We are looking for a dedicated Service Watch Agent to join the Service & Claims team at Domestic & General on a permanent, full-time basis. This hybrid position can be performed remotely with occasional visits to our Bedworth office. The successful candidate will play a key role in managing and optimizing the performance of our repair network to ensure customers remain at the forefront of everything we do.

Responsibilities

• Oversee the delivery of a repair service that maintains a strong focus on superior customer experience.
• Collaborate with repair contractors and internal teams to support and improve repair processes, ensuring timely and high-quality repairs.
• Build and maintain positive relationships with contractors to enhance performance metrics and meet KPIs.
• Continuously monitor repair service providers to ensure excellent customer satisfaction levels.
• Prepare and present detailed performance reports against KPIs, targets, and budget constraints.
• Ensure organizational policies and services adhere to industry best practices and customer expectations.

Candidate Requirements

• Experience within consumer electronics, domestic appliances, or central heating sectors is highly advantageous.
• Familiarity with claims management and working towards established KPIs.
• Strong commitment to achieving outstanding customer journey outcomes.
• Understanding of managing costs and maintaining quality standards.
• Excellent communication skills, both written and verbal, capable of liaising across all levels including directors.
• Highly organized with the ability to prioritize workload effectively.
• Flexible and adaptable to sudden changes in business needs.

Benefits and Culture

• Opportunities for personal and professional development through internal mobility and leadership programs.
• Work-life balance supported by hybrid working arrangements.
• Additional benefits including health cash plans, instant discounts, credit-building tools, salary finance loans, electric vehicle leasing, and long service awards.
• One complimentary Domestic & General protection plan annually, with discounted options for additional plans and referrals.
• A vibrant and dynamic company culture driven by customer-centric transformation and exciting growth initiatives.

Additional Information

This role offers the chance to be part of a century-old company embracing innovation and expansion into new markets globally. The closing date for applications is Friday, 17th July 2026.