This is an exciting opportunity to join the HR Team of Phillips & Cohen Associates as a Quality Coach / Trainer. Reporting to the Senior Quality Coach & Trainer, this a great opportunity for someone with an established coaching & training background who enjoys helping colleagues to develop skills as well as enhancing call quality through training, feedback and coaching.

The Quality Coach / Trainer is a dynamic self-motivated, highly professional individual who has great attention to detail and a positive outlook. To succeed you’ll need excellent communication skills, especially in the areas of new starter education, balanced feedback and coaching with a compassionate and mature approach and be able to work well under pressure.

This is a data rich environment and the ability to analyse data to identify development needs & trends and the creativity to build effective solutions is key. Accuracy & compliance with client and regulatory requirements is crucial alongside embedding a consistently empathetic approach across all communication media ensuring that colleagues are focused on appropriate customer outcomes. You’ll take pride in what you do and really care about driving exceptional customer outcomes from our front-line colleagues. Previous coaching, training or new colleague induction experience in a call centre and/or Financial services environment is required.

Key responsibilities:

· Conduct significant volume of live listening, side by side and autonomous call review and coaching sessions with colleagues all abilities.

· Ensure compliance with government legislation and guidelines laid down by the FCA, CSA, TCF and the ICO as well as working within strict company guidelines and that of clients

· Analyse data, identify trends and create effective solutions

· Analyse & feedback outputs from our speech analytics solution, with a focus on continuous improvement

· Ensure compliance with Phillips & Cohen’s Principles for Quality and re-enforce the compassionate engagement style expected of all colleagues

· Using dialler recording software to pull and / or listen to calls

· Provide balanced feedback to all levels of colleague and desire for self-development feedback

· Working towards monthly strategies and targets

· Adopt a strong coaching approach to development

· Champion continuous development and Global Career Path

· Work closely with Team Managers / Team Leaders to support an increase in call quality scores

· Work with Team Managers / Team Leaders to develop feedback mechanisms and enhance engagement with call centre agents.

· Conduct regular call quality calibration sessions with appropriate stakeholders

· Responsible for briefing Training and Compliance Management

· Rapid development to facilitation of training sessions and 3 week new call centre agent induction programme

Essential skills:

Minimum 2+ years’ experience of behavioural and performance improvement feedback & coaching / training in a call centre / financial services environment
Ability to engage with colleagues at all levels; coaching and influencing improvement and development within individuals and teams
Excellent Communication – both written and verbal
Flexible and ability to prioritise workload according to challenging deadlines
Ability to work well under pressure in a highly regulated environment and execute at speed
Good planning and organisational skills, maintaining accurate records of coaching intervention and track progress
Analyse information, conduct trend analysis and report findings utilising Office IT including Microsoft packages

Working Pattern – 37.5 hours per week

· Monday – Friday normally 8-4pm or 9-5pm

You can access our privacy notice at the Phillips and Cohen website.

Job Types: Full-time, Permanent

Pay: £30,000.00-£32,000.00 per year

Additional pay:

Bonus scheme

Benefits:

Casual dress
Cycle to work scheme
Enhanced maternity leave
Enhanced paternity leave
Free parking
Health & wellbeing programme
Life insurance
On-site parking

Schedule:

Monday to Friday
Weekend availability

Experience:

training and coaching: 2 years (required)

Licence/Certification:

Right to Work in the UK (required)

Work Location: In person

Phillips and Cohen Associates (UK) Ltd

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