Customer Service Team Coach Job in Reigate Rh2 7Ru
Our client in Reigate is seeking a team coach to contribute to the effective performance of Company’s IFA distribution channel through the analysis of working practices within the Communications Centre. Using analysis to achieve improvements in productivity and quality in order to deliver exceptional and effective levels of customer service.
Functional Accountabilities
- To be responsible for and maintain procedure/process manuals within the Communications Centre, and to ensure manuals are updated with ongoing developments within a reasonable timeframe
- To review documentation (e.g. covering letters) on a regular basis and update as required
- Analyse current working practices to improve efficiency and productivity and make recommendations for improvements
- Delivery and planning of training and/or coaching based on the levels of quality, accuracy and business need
- To liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting customer service are assessed and understood, ensuring product, process and system knowledge is maintained
- To communicate technical and procedural information to staff in an effective and timely manner
- To support the Communication Centre Manager as required in the development and implementation of projects
Qualifications, Skills, Knowledge, Experience and Competence
- Experience of working in the financial services industry, preferably with a pensions or mortgage processing background, or in a sales, call-centre, or customer services environment
- Excellent communications skills - both oral and written
- Excellent IT skills - particularly the aptitude to master bespoke databases / systems
- Clear focus on quality and service - taking ownership for delivery of results
- Flexible approach; ability to work as part of a team in a fast moving environment
- An analytical approach to problem solving
- Desire to succeed
- Qualifications: CF1, CF4 and ER1 desirable