Team Coach

  • Location:

    Sale, Greater Manchester

  • Sector:

    Customer Service

  • Job type:

    Permanent

  • Salary:

    up to £22,000

  • Contact:

    Halecroft Recruitment Ltd

  • Contact email:

    register@halecroftrecruitment.co.uk

  • Job ref:

    199

  • Published:

    5 days ago

  • Consultant:

    Lydia Whitelegg

  • Expiry date:

    2021-10-07

Our client based in Sale is looking to recruit a Team Coach to enable teams of Advisors in the business to excel in their role of successfully keeping customers happy, by delivering a brilliant experience in the resolution of faults by putting Customers First.

Reporting to the Customer Care Manager your day to day duties will involve:- 

  • Coach and develop our Support Advisors to excel in their roles, deliver a first call resolution, and reach their individual and team goals.
  • Identify the needs of the Tech Support Advisors and support their ongoing development through regular coaching and feedback.
  • Gain positive commitment from others and lead by example to achieve the correct behaviors.
  • Identify what motivates each individual and include in all coaching activity.
  • Recommend areas of continuous improvement from your coaching that impacts Colleague, Customer and Company.
  • Work collaboratively with the management team and Quality Assurance team to deliver on quality, productivity and performance KPIs.
  • Provide feedback and coaching on the independent call monitoring’s completed by the Quality Assurance team within the appropriate timescales ensuring that quality and compliance targets are met.
  • Work with fellow management team members to identify where to focus coaching activity, identify trends and create appropriate coaching sessions.
  • Support the Team Managers in the development of a high-performance team.

Requirements 

  • Previous experience in a Tech role, preferred but not essential.
  • Previous experience supporting / coaching a team.
  • Experience of working in a contact centre environment.
  • Strong communication skills written and verbal.
  • Excel & Word literate.
  • A proven stable employment record.
  • Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual colleagues & customers.
  • High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
  • The drive and determination to improve our Advisors knowledge in the role making it easy for our customers to deal with us.
  • A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
  • A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
  • Approachable, respectful and ability to gain trust from others.

Working 37.5 hrs per week Monday – Saturday between 8am – 8pm

Salary upto £22k