Description
The Technical Coach will support the Customer Service Executive and Customer Service Telephone Executive population in both attaining and maintaining competence, through designing and delivering appropriate training interventions, and coaching.
The role holder will have support from the Training & Competence Manager within Operations, who will set the Competency Framework for Customer Service, providing guidance, resources and training specification. The Learning & Talent Development team in HR, within Corporate Services, will also be a key stakeholder and resource for the Technical Coach, providing learning consultancy services and training delivery to address key development needs which are found business-wide.
The role holder will apply his or her technical expertise to drive improvement in performance of individuals, the team, and the business area as a whole, to achieve objectives set by the Customer Service Leader and Operations Manager. In addition, the Technical Coach will floor-walk operational areas and be available to provide support on, as well as deal with, complex servicing enquiries, issues and complaints.
He or she will also be expected to provide specialist input to projects, where required.
Job Role
To support the CSE/CSTE population in both attaining and maintaining competence, providing appropriate training interventions, coaching and technical expertise
To provide expert support on complex servicing enquiries, issues and complaints
To provide SME input to projects, where appropriate
To ensure all activities remain compliant with policy, legislation and risk appetite
Essential Experience
Experience of coaching, training design and training delivery
Experience of working in a complex service environment, preferably within Financial Services
Understanding of project life cycle, and protocol, and ability to represent area on wider projects, bringing the right level of both operational and technical expertise
Working knowledge of life and pensions products, markets and competitors
Excellent communication skills, including ability to deliver feedback to individuals, managers and wider audiences
CF1 and/or FA1/FA2 qualified, depending on business area, or working towards
Modis is acting as an Employment Business in relation to this vacancy.
Modis is an Equal Opportunities employer; we welcome applicants from all backgrounds.