This is a superb opportunity to work for a progressive organisation who value their employees and offer a portfolio of excellent benefits, the role will be offered on a rotating shift pattern, between 8.00 am and 8.00 pm Monday to Friday and alternate Saturdays between 8.00 am and 1.30 pm. 

The successful candidate will be an inspirational Learning and Development Customer Service Coach who will nurture and develop the capabilities, skills and competencies of operational staff, empowering them to deliver an exceptional customer experience. They will also champion a culture that engages personnel in a continuous learning journey which will focus on offering a superb service for customers.

Coaching

• Offer regular 1-1 coaching sessions to staff.
• Provide dedicated coach support for operational staff who are currently working towards Performance Improvement.
• To carry out side-by-side coaching sessions for customer-facing staff to offer immediate feedback.
• To support staff in managing difficult and complex customer interactions.
• Coach and support academy staff throughout their training period.

Quality

• Complete random sample call quality reviews for all customer-facing staff in accordance with the Quality Framework.
• Complete targeted quality reviews to better understand customer interactions, as a result of customer feedback.
• Complete weekly quality assessment reviews with new staff members during their training period.

Innovation

• Utilise technology to support a ‘quality first’ culture.

Competencies

• Excellent Communicator.
• Exceptional coaching skills that support the ethos of coaching, being focussed on ‘unlocking a persons’ to potential to maximise their personal performance’.
• Inquisitive, effective questioner who will coach trainees to seek their own solutions rather than ‘teaching / telling’.
• Communicates effectively with people at all levels, gaining commitment and engagement with concepts and topics.
• Ability to manage and guide an audience to ensure effective learning.
• Positive, enthusiastic and inspirational Coach who enjoys developing people to reach their full potential.
• Innovative and creative whilst delivering learning messages.
• Creates high quality and engaging resources to support learning.

Customer-Focus

• Treats each customer as individuals and makes them centric to all learning messages.
• Acts as strong customer voice within the business, demonstrating a clear commitment and passion for high quality customer service.
• Is an ambassador for doing what is right for the customers and always acting as a moral compass for others to follow.
• Demonstrates a positive mindset and encourages staff to focus on what can be done for customers.

Planning and Organisation

• Strong organiser with excellent planning skills.
• Ability to manage complex workloads and priorities.
• Scopes resources to deliver learning effectively.
• Thrives within a fast-paced environment, where priorities may change at short notice.
• Ability to analyse and interpret data effectively to identify trends.

Continuous Improvement

• Utilises data to offer feedback and refine and improve Learning and Development.
• Demonstrates a desire to develop their own skills and experience to benefit both the organisation and the customer.

Technical skills/knowledge

Essential

• Experience of conducting coaching in a business environment, preferably within a customer service or contact centre.
• IT literate, with Microsoft Office Suite experience.

Desirable:

• Knowledge of the GROW Coaching model.
• Experience of designing and delivering learning and development solutions within a customer service environment.
• Previous experience within a Quality Assurance role.
• Experience of working with vulnerable customer groups.

Travel

• Attendance at exhibitions, off-site meetings and other similar company functions throughout the UK may be required, with occasional overnight stays.