The Customer Contact Coach will play an integral role in developing the local knowledge and skills of our Customer Hub colleagues. As well as delivering quality assurance and monitoring reviews, you will have coaching conversations, utilising strong questioning skills, actively listening and gaining colleague buy-in to agree actions; this is in addition to the design and delivery of local training. You will work closely with the Customer Contact Team Managers to ensure the Hub delivers services in line with our customer experience principles.
What youll be doing
Coach the Customer Contact Team Managers and their direct reports to improve performance and create a culture of continuous development
Design and deliver training to contact centre colleagues and their managers, as well as support its embedding. This includes communicating key messages as the contact centre responds to changes in the housing sector.
Coach the team to embed the learning or / and communications from various project workstreams, helping ensure the information lands effectively into the Hub and continuously support the smooth transition from projects to the Hub business as usual environment.
Lead and develop the Hub local induction for new starters.
Co-d...
Team Coach • Manchester, Greater Manchester, UK