Description
*Customer Service Coach*
An excellent opportunity has arisen working for a Major Financial Organisation of ours for a Customer Service Coach.
The Client is looking for someone to continuously support and develop people through feedback and coaching to improve accuracy, productivity and overall competence. To perform and apply the Quality Assurance processes and criteria to review levels of quality and accuracy, and provide the necessary training and development to individuals
*Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements.
*To achieve the required audit targets for the worktype.
*Delivery and planning of training and/or coaching based on the levels of quality and accuracy and business need.
*Challenge existing practices. Identify, propose and implement areas of process improvement.
*Provide Line Managers' with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information.
*Provide coaching support, as appropriate, to all team members.
*Involvement in Projects as required.
*Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required.
*Achieve and maintain Competence under N2 Guidelines, where appropriate.
*Act as point of escalation for complaints as and when required.
*Act as a point of contact for contentious/complex enquiries.
*Manage relationship between key Stakeholders and the team, where appropriate
*Analysis of legislation and planned product development to allow successful integration into BAU processes.
*To prepare and present relevant information in a concise manner to facilitate the assessment of risk.
hy-phen.com Limited is acting as an Employment Business in relation to this vacancy.