Client Services Coach / Customer Service and Admin Team

Job Description

Client Services Coach with excellent customer service skills and experience supporting / mentoring within a customer service team, who works to a high level of accuracy as well as good working knowledge of Microsoft Officeis required tojoin a well-established health consultancy company.SALARY: CompetitiveLOCATION: Hybrid - working from the office in Sheffield, South Yorkshire and from homeJOB TYPE: Full-Time, PermanentWORKING HOURS: 37.5 hours per week,Monday - Friday, between 8am and 6pmJOB OVERVIEWWe have a fantastic new job opportunity for a Client Services Coachwith excellent customer service skills and experience supporting / mentoring within a customer service team, who works to a high level of accuracy as well as good working knowledge of MicrosoftOffice.As the Client Services Coach you will mentor, support and develop the teams to achieve KPI targets, as well as support the training Co-Ordinator in the development and delivery of in-house training.Working as the Client Services Coach you will assist the Team Manager with the development of CSA’s and support training plans across the client services directorate.DUTIESYour duties and responsibilities as the Client Services Coach include:

• Coach, support and develop the teams to achieve KPI targets

• Support the training Co-Ordinator in the development and delivery of in-house training

• Assist Team Manager with the development of CSAs and support training plans across the client services directorate

• Point of escalation for technical questions, system functions and procedural issues

• Conducting quality monitoring of CSAs in order to identify and deliver training requirements and provide feedback to Team Managers

• Provide excellent customer service in response to all enquiries and promote best practise to maintain company standards

• Provide input to recruitment and selection process

• Supporting team members to work through their action plans, competency training plan and personal development plans

• Liaise with training co-ordinator and customer experience team to promote a customer focused environment to include customer feedback

• Develop and maintain the skills matrix for staff training purposes

• Provide coaching support (including feedback) to all admin staff throughout the Client Services Directorate

• Provide direction and support on decision making by acting as a technical reference point

• Oversee and take responsibility for quality assurance monitoring, training needs analysis and staff development

• Ensure quality assurance figures are up to date and available to Team Manager

• Work with other coaches to share information, ensure consistency and promote good customer service values through coaching best practice

• Support the development of existing staff alongside Team Managers

• Ensure skills matrix is up to date and plans are in place to train appropriate candidates

• Development and support of all staff within their probation period to attain the required standard within a timely manner

• Help devise, plan and implement coaching programmes to establish succession planning

• Support the Training co-ordinator to ensure procedures and training material are up to date

CANDIDATE REQUIREMENTSEssential

• Excellent understanding of products, systems and procedures

• Support/ mentoring experience within customer service teams

• Excellent literacy, numeracy and oral communication skills, including telephone techniques

• Proficient use of Microsoft Office and IT Solutions

• Diary management experience

• Ability to rationalise competing priorities

• Providing services to meet quality assurance targets

• Working to and maintaining Internal and external KPI`s

• Maintaining accurate customer service records

• Meeting deadlines and targets as required

Desirable

• Workplace Coaching qualification

• Ability to work from home or office

• English GCSE grade A-C

• Knowledge of excel and PowerPoint

• Experience in project management

• Experience of delivering group presentations

HOW TO APPLYTo be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to usyou are hereby giving us your express consent to submit your details to our Client for this purpose.JOB REF: AWDO-P11632Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Sheffield, South Yorkshire. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.