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Customer Service Process & Compliance Coach

Accrington

Job Details

Location

Huncoat - Contact Centre

Contract Type

Permanent

Working Pattern

Full Time

Salary

£20,000

Closing Date

25/01/2019 12:00

Key Responsibilities and Duties

  • Support the recruitment and ‘on-boarding’ of new starters
  • Plan content and timetable for inductions for all new starters (at all levels) within the department
  • Deliver induction training and Role Specific for all new starters
  • Support new advisors through their period in Grad Bay, and be responsible for their performance, attendance and behaviour throughout this time
  • Review and deliver feedback to new advisors during and at the end of their period of Grad Bay with sign off to the Team Leader including capability reviews
  • Provide reports on new advisor performance to receiving Team Leaders
  • Support Team Leaders with ad hoc coaching needs in groups or individually with advisors
  • Support creation and maintenance of advisor development and progression plans
  • Devise a tracker or ‘passport’ for all advisors to maintain
  • Create a network across all business areas to ensure Customer Services are included in communication of new initiatives, products, services and processes
  • Create training content based on new initiatives, products, services and processes as they are introduced for trial and/or BAU by the department and the rest of the business, including any updates
  • Co-ordinate supplier visits for training purposes and ensure key messages are made available to all team members
  • Live Call listening, including completion of observations, feedback and coaching with new and existing advisors
  • Assistance with Call Escalations
  • Conduct role-playing activities to develop interpersonal skills (e.g. empathy, rapport and conflict resolution)
  • Identify individual and team skill gaps 
  • Collate & Review MI
  • Passionate and resilient

In return, you will be rewarded with an excellent competitive salary, great company discounts, full in-house training and development program and fabulous employee perks. All this plus the chance to build a successful and rewarding career and be part of one of the largest bed retailers in the UK.

 

If you think you have the skills and experience required to become part of our team and become our Customer Service & Process Compliance Coach then please apply now! We can’t wait to hear from you!

Hierarchy

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Your place in our world

Training Manager
Customer Service Process & Compliance Coach