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Voice Coach

Sanderson
Job LocationEdinburgh
EducationNot Mentioned
Salary£20,658 - £25,823 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who are DiligentaOur vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients operations. A business that has been describedas home by existing employees, we drive a culture that is founded on positive change and development.The Opportunity:To support the coaching, training and mentoring of customer service representatives to deliver first class customer outcomes by delivering excellent service to the customers of Diligentas clients. This includes using strong motivational skills, supportiveand engaging communication skills, creating an environment where colleagues can succeed and using excellent and accurate written skills to support the writing of training material and procedures. To support service delivery where required and perform qualitychecks, giving feedback and undertaking root cause analysis.Youll be:

  • Delivering planned and ad hoc coaching and timely feedback to increase productivity and accuracy of colleagues using GROW or BIFF approach.
  • Working accurately and efficiently to measure quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and other delivery metrics, including customer feedback metrics.
  • Acting on management information and data to instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery.
  • Delivering training to colleagues whether new to business or building on existing skills whilst ensuring that learning outcomes are embedded and understood.
  • Maintaining training material and ensure this is accurate and relevant.
  • Observing contractual and legal obligations by adhering at all times to Diligentas corporate policies, procedures and guidelines.
You should apply if you:
  • Have any relevant Quality Assurance qualifications or Financial Services/ Pensions Product qualifications.
  • Have evidence of a positive experience within a Customer Service environment and an ability to motivate and engage with others through effective coaching.
  • Have strong communication skills both verbal and written.
  • Have strong inter-personal skills and demonstrate a helpful, can-do and service-oriented outlook.
  • Are a computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.
The Perks
  • 23 days holidays + 8 bank holidays.
  • Discretionary annual bonus.
  • Company pension scheme membership.
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
  • Access to our Confidential Helpline is available to be used by you and your family.
  • Develop your career through a wider global organisation of the TCS family.

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