Team Coach

Role Purpose\n\n

This role involves leading, coaching and motivating a team of call agents in our customer contact centre. You will be required to ensure the achievement of operational performance standards including targeted KPI’s. Quality Assurance and providing excellent levels of service to our customers.

You will ensure the standard of service is delivered by role modelling our leadership success factors and supporting the team through positive coaching whilst creating a positive work culture/environment.

Specific remit aligns to:

· Supporting the creation of a culture which values, empowers and engages our people.

· Oversight of customer experience across all customer journeys.

· Strong people leadership.

· Utilisation of data to help drive performance improvements and sustainability.\n\n

Key Accountabilities\n\n· Communication will be core to your role as well as proactive people management.

· Other critical elements to this role include the ability to prioritise effectively as well as identifying and championing business improvement opportunities, removing any barriers to achieve operational excellence.

· Provide excellent leadership by clearly demonstrating our Leadership Success Factor’s and values daily.

· Build and maintain excellent value, adding working relationships with immediate colleagues and with colleagues across the wider business to explore new ideas and ways of working.

· Lead and inspire your team to go the ‘extra mile’ to resolve customer enquiries and complaints. Finding ways to build customer advocacy and make our customer journey easy.

· Set and agree performance goals and objectives for your team. Monitor performance to ensure successful delivery of targets.

· Deliver business growth through effective sales and retention per