Service Watch Agent

Role overview

Domestic & General is hiring a permanent, full-time Service Watch Agent to join its Service & Claims team in Bedworth. The position can be carried out from home or as a hybrid arrangement combining remote work with office visits to the Bedworth office.

The organisation describes itself as a fast-moving, creative business undergoing significant transformation, with customers placed at the centre of its operations. It also highlights a long history of 100 years and continued growth into new markets and international territories.

Key duties

In this role, you will help ensure customers remain the priority by overseeing the performance of the repair network. Your work will focus on supporting a customer-led repair experience and maintaining strong service standards.

Requirements and experience

The ideal candidate will bring experience from consumer electronics, domestic appliance, or central heating environments. Background in claims handling and performance management against KPIs is also preferred, along with an understanding of how to balance cost control with quality outcomes. Strong communication, writing, and interpersonal skills are important, including the ability to work effectively with external partners and internal stakeholders up to director level. You should also be highly organised, able to prioritise competing tasks, and comfortable adapting quickly when circumstances change.

Working approach

This is a hybrid/remote role with visits to the Bedworth office as required. The closing date for applications is Friday 17 July 2026.

Responsibilities

• Take ownership of delivering a repair service that keeps the customer experience front and centre.
• Work with repair partners and internal teams to give guidance, support, and interventions so repairs are completed quickly and to a high standard.
• Build effective relationships with contractors to help improve performance against key KPIs.
• Track repair contractor performance and help maintain strong customer satisfaction levels.
• Review, analyse, and report on performance against KPIs, targets, and budget.
• Ensure that policies and services align with best practice and customer requirements.

Perks and benefits

• Support for personal and professional development through internal mobility opportunities, networking, and leadership programmes.
• Hybrid working and work-life balance support.
• Health Cash Plan.
• Instant discounts.
• Credit building tool.
• Salary Finance Loans.
• Electric vehicle leasing.
• Long service awards.
• One free Domestic & General protection plan each year.
• Discounts of up to 50% on additional protection plans, including referrals for family and friends.

Additional information

The company is seeking someone who can contribute to its ongoing growth journey as it expands into new markets and territories. The closing date for this vacancy is Friday 17th July 2026.