Performance Coach

Job Description

Performance CoachLocation- SherburnSalary- Up to £28,000Contract Type- PermanentPerformance Coachrole is to lead and motivate agency colleagues to achieve set customer CPM goals. Alongside performance coaching the role will involve identifying any logistical challenges that stop agency colleagues hitting their CPM. Supporting the Companyvision through building a culture of trust, respect and where colleagues are always doing the right thing. PCs keep our agency colleagues and our customers at the heart of everything they do.PeopleEmbraces and role models the business behaviours. Delivering exceptional service and standards through being visible, authentic, and agile.Drives forward with resiliency despite obstacles, problems, and ambiguous situations; quickly and thoughtful; addresses issues to maintain or improve progress against goals.Demonstrates the courage to make tough decisions.Actively ensures that all mandatory, COPS training is completed, through regular engagement with both LXP and BXP.Drives agency colleague engagement through supporting the delivery of HYSProvides training, coaching, development, and feedback to enable agency colleagues to achieve optimal performance.Monitors and evaluates performance regularly. Ensures that Great Performance conversations are happening and is not afraid to manage agency colleagues poor performance.Actively engages in company communication channels, keeping up to date with all company updates and promoting relevant communication across own teams, through regular team meetingsDemonstrates a genuine desire and commitment to personal development, having regular conversations to generate new learning experiences.Customer Builds credible and trustful relationships with the customer, attending daily, weekly & monthly performance meetings, documenting outcomes as appropriate.Takes full accountability for the relationship with the customer and the agency colleagues and takes ownership as the first point of resolution for all performance related queries, resolving issues appropriately or by following the correct escalation process.Identifies ways to continuously improve processes and ways of working to continue to deliver an exceptional customer and agency colleague experience.Works in partnership with the onsite team to deliver exceptional engagement with the Have Your Say platform, driving improvement initiatives following feedback.PerformanceDemonstrations a comprehensive knowledge of the customers operation and performance operation systems.Drives to deliver 100% CPM in line with the customers SLA, identifying solutions to address any performance blockers. Highlights any performance challenges to the customer directly offering proactive solutions to resolve.Manages administration processes such as performance trackers, CPM reports and has a deep understanding of the new starter learning curve and looks for ways to make it more efficient.Consistently delivers operational excellence, ensuring agency colleagues have the necessary skills, knowledge, and experience to do the job right first time, removing any unnecessary bureaucracy.GovernanceEnsures that accurate people records are kept for auditing purposes and adheres to GDPR regulations.Identifies and reports any worker / colleague issues to the site team (breach of Health & Safety, HYS and Modern Slavery).InnovationDrives the Digital Transformation agenda across the business area and ensures its fully utilised to its full potential.Demonstrates a relentless passion to improve agency colleague CPM at all times and striving to make a difference.