What does progression look like at Domestic and General?

At Domestic & General, we value progression and want everyone who joins us to see a career path ahead of them. In this article we highlight some of our recent employee success stories, showing Customer Support Representatives who have progressed into new roles in the business. 

Lewis

How long did you stay in your first role before progressing? 

12 months.

What is your current role and what impact does it have on the business?

I’m a Team Leader in our Customer Support department. As a Team Leader, I manage a group of agents to help and motivate them to be the best versions of themselves. This is done through coaching and finding out what inspires them. It’s also my job to keep my team updated about any changes in the business.

In your opinion, what did you do to successfully be chosen to progress?

To get myself noticed for opportunities I first made sure I was hitting my targets and feeling comfortable and confident in the job I was doing. Next, it was being proactive by offering to help with as many other duties as I could. Lastly, I showed a willingness to learn about the wider business and ways to improve the journey for our customers. I then kept aware of opportunities across the business and successfully moved into my new role.

What advice would you give someone looking to progress from a Customer Support Representative role? 

Always be proactive! There are so many opportunities throughout the business, don’t be afraid to ask about them. Don’t rush yourself though – make sure you’re confident in your current role and consistently hitting your targets. You should also be aware of your personal brand, you can improve it by keeping positive, motivating those around you and making sure you always do the right thing, even when nobody is looking.

Fatima

How long did you stay in your first role before progressing?

For two years. Looking back, I wish I had researched other opportunities at Domestic & General sooner!

What is your current role and what impact does it have on the business?

I work as a Customer Discovery Executive. We are Domestic & General's first Innovation Lab, meaning we test and trial new ways to improve customer experience and help impact positive change across the business.

In your opinion, what did you do to successfully be chosen to progress?

I started to network my skills. I focused on improving my strengths and talents rather than focusing on what I couldn’t do. This grew my reputation in my department and opened new doors for me.

What advice would you give someone looking to progress from a Customer Support Representative role? 

Make sure you are proactive in the business and don't just wait for someone to give you what you want. You can do this by shadowing other departments in the business to gain more knowledge and get your name out there. You can also speak to your Team Leader about your progression, they’re there to help!

Greg

How long did you stay in your first role before progressing? 

Approximately six or seven months.

What is your current role and what impact does it have on the business?

I’m a Performance Coach, reporting directly to the Performance Development Manager. My day revolves around coaching agents and getting the best out of them – I’m able to facilitate growth within the department, the impact being an increase in performance in call quality, customer satisfaction and sales.

In your opinion, what did you do to successfully be chosen to progress?

I role modelled good behaviours and a strong desire to progress. I worked on developing a good personal brand and made sure I was proving I could add more value to the business in a more senior role.

What advice would you give someone looking to progress from a Customer Support Representative role? 

Be an ambassador for our values, and let people know you’re hungry for it. My advice would be to show a real desire to progress and a clear demonstration of our values – this will get you on the right radars!

Do you see yourself as the next employee success story? For more information on the roles at Domestic & General or to apply to us, please visit