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Customer Service Coach

Job LocationManchester
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

What you will doThis is a coaching & performance development role where you are expected to use a variety of skills to maximise performance and customer experience across all relevant cross functional teams.To are expected to be subject matter experts, responsible for the maintenance of all regulatory & nonregulatory training across the CSC, identifying performance gaps and delivering coaching plans to meet their full potential.This is an office-based position with our office located in Newton Heath, ManchesterPlease note, this is a full-time position, working 5 days out of 7 including some weekends.What we offer

  • Competitive salary
  • Paid holidays and sick pay
  • Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
  • Extensive product and on the job/cross training opportunities with outstanding resources available
  • Encouraging and collaborative team environment
  • Career development through various career ladders including Customer Service
  • Dedication to safety through our Zero Harm policy
  • Access to business resource groups
  • Training on our company values
How you will do it
  • Delivery of regular coaching one to one meetings with contact centre agents and developing coaching plans
  • Responsibility for maintaining regulatory & nonregulatory knowledge and delivering this to the CSC
  • Proactively handle customer calls in accordance with the needs of the business meeting own and team KPI’s
  • Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience
  • Identify, build and maintain positive relationships with L&D leads, utilising this relationship to develop and deliver training plans
What we look for
  • Contact centre experience
  • Experience of successfully driving performance through coaching
  • Ability to flex and deliver in a fast-paced environment
  • Ability to engage, challenge and influence
  • Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example)
  • Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement
  • Attention to detail
#LI-JB3#LI-Onsite

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