Service Watch Agent

Overview

Domestic & General is hiring a Service Watch Agent for its Service & Claims function in Bedworth. This is a permanent, full-time position that can be done from home or as a hybrid arrangement, with visits required to the office in Bedworth.

Closing Date

The application deadline is Friday 17 July 2026.

Role Summary

In this position, you will help keep customers at the centre of the service experience by overseeing the performance of the repair network. You will support prompt, high-quality repairs and work with both external contractors and internal teams to improve outcomes.

What You Will Do

• Take ownership of delivering a repair service that is focused on the customer experience.
• Work with repair providers and internal teams to offer support, guidance, and intervention so that repairs are completed quickly and to a high standard.
• Build effective working relationships with contractors to help improve results against key performance indicators.
• Track contractor performance to make sure customer satisfaction remains high.
• Review, maintain, and present performance analysis against KPIs, targets, and budget.
• Help ensure policies and services reflect best practice and meet customer needs.

What We Are Looking For

To do well in this role, you should ideally bring experience from consumer electronics, domestic appliances, or central heating. Background in claims management and KPI tracking would be an advantage. You will need a strong customer focus, a good understanding of cost and quality control, and the ability to communicate effectively with people at all levels, including external contacts and senior leadership. Strong organisation, the ability to prioritise, and the flexibility to adapt quickly when circumstances change are also important.

Benefits

• Opportunities for personal and professional development, including internal mobility and leadership programmes.
• Support for work-life balance through a hybrid working setup, health cash plan, instant discounts, a credit-building tool, salary finance loans, electric vehicle leasing, and long-service awards.
• A free Domestic & General protection plan each year, plus access to discounted additional plans of up to 50% for family and friends through referrals.

Company Culture

Domestic & General describes its culture as creative, fast-paced, and exciting, with ongoing transformational change and customers at the heart of the business. The company also highlights its 100-year legacy and plans for continued growth, including expansion into new international markets and territories.

Additional Information

Contract type: permanent, full time. Work location: hybrid/remote with visits to the Bedworth office.