Specialist Coach
Specialist Coach
£22,286 - £24,447
Monday to Friday 37 hours
Scarcroft, Leeds with some travel to other sites
Npower is part of the RWE Group, one of Europe’s leading utilities. We supply power to millions of residential and business customers. And the portfolio is growing all the time. We generate power from coal, oil and gas, and we’ve also got a business that’s pioneering the development and use of renewable energy sources. Of course, the real energy behind our businesses is our people.
We are looking for someone with a unique personality and exceptional Interpersonal Skills, who is passionate about developing people and has previous coaching and/or training experience in a fast moving, highly pressurised Contact Centre environment.
Principal Accountabilities
• Assist in assessing Telesales Advisors in line with competency assessment at the end of induction training
• Embed learning from induction training using call listening and side by side coaching techniques
• Coach the Telesales Advisors to achieve and maintain performance levels in line with company expectations
• Proactively arrange and facilitate call calibration sessions with small groups of Telesales Advisors, listening to recorded calls and encouraging group discussion and feedback
• Assist in completing Personal Development Plans with the Team Managers
• Attend structured/formal team meetings on a daily basis and ad hoc as required
• Accurately record call quality outcomes within the defined systems, identify skill/training/development gaps and action solutions appropriately
• Provide constructive, structured and accurate feedback to the Sales Advisors or to the Team Manager group as directed by requirements
• When required, brief out messages to the teams via team huddles and buzz sessions
• When required, deliver ad hoc training to small groups of Telesales Advisors
• Design new and innovative interventions to help our learners grow Person Specification
• You will have energy, drive and enthusiasm with an engaging personal style and possess strong interpersonal skills
• You will be able to think on your feet and operate effectively in a fast moving environment with a pro-active, solution orientated approach to problem solving
• You will understand the importance of quality and possess a high level of accuracy and attention to detail
• You will be able to plan and organise your time effectively, prioritising your workload dependent on Business requirements
• You will have the ability to communicate effectively, confidently and articulately at all levels
• You will possess a high level of literacy, numeracy and analytical skills and will be highly competent in all Microsoft packages (Excel, Word, PowerPoint)
• Utility Industry knowledge is useful, but not essential
• Coaching or Training Qualification would be an advantage
If this sounds like the role for you, what are you waiting for? You can look forward to a great location, free parking, subsidised canteen and an excellent pension scheme, along with childcare vouchers and rewards schemes.
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