Job Description
The Opportunity
There is a great opportunity for a Customer Service Coach to join our Team!
Take responsibility and work in partnership with the Team Manager to maintain and improve the performance of each individual within your team through close monitoring, proactive coaching and intervention. To continuously support and develop people to improve quality, productivity and competence and ensure that we provide excellent service to our customers. To embed the Quality standards and provide the necessary training and development to individuals.
You’ll be:
- Delivering planned and ad hoc coaching and timely feedback to increase productivity and accuracy of colleagues.
- Working accurately and efficiently to measure quality standards and to ensure customers receive correct and timely information.
- Acting on management information and data to instigate, support and drive through opportunities to improve efficiency of processes.
- Delivering training to colleagues whether new to business or building on existing skills whilst ensuring that learning outcomes are embedded and understood.
- Observing contractual and legal obligations by adhering at all times to Diligenta’s corporate policies, procedures and guidelines.
- Achieving individual, team and department SLAs/KPIs.
You should apply if you:
- You have proven ability of being able to handle all aspects of call handling
- Demonstrate a good knowledge and understanding of TCF, TCF outcomes and how they relate to all aspects of Customer Service.
- Have coaching/training skills
- Have time management and organisation skills
- Have inter-personal skills
- Have excellent communication skills – verbal/written
- You can deliver and receive feedback in constructive manner
The Perks
- 23 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- Access to our Confidential Helpline is available to be used by you and your family
Develop your career through a wider global organisation of the TCS family
