Customer Service Call Coach

Wren Kitchens Limited
04 Oct 2017
02 Nov 2017
Contract Type
Full Time
Are you experienced working within a contact/ call centre environment? Do you have experience of coaching/ mentoring Advisors to improve the quality of their calls? We are currently recruiting for an experienced Call Coach to work in our busy Contact Centre at The Nest, Barton-Upon-Humber to help with the coaching and training of our Advisors in order to improve the customer experience and the Advisor performance. Critical purpose of the role * To ensure the Customer Care team have exceptional customer care skills, focusing on achieving first time resolutions * To benchmark the team and ensure minimum standards are set and adhered to * To ensure Wren values become part of the way we treat our customers within every contact the Customer Care team make Main responsibilities * Coaching and mentoring colleagues to improve performance and the customer journey * Designing a comprehensive customer care skills framework for the team and delivering the framework via various methods such as coaching and feedback * Supporting the Team Leaders and Deputy Team Leaders with the development and assessment of employee's skills * Working with the Team Leaders and Managers to raise the minimum standards within the customer care teams * Document customer contact journeys and identify areas of opportunity * Supply quality reporting to management Desired Skills and Knowledge * Excellent communication and presentation skills - both written and verbal * Excellent coaching and mentoring skills * Strong IT skills * An understanding of different cultural sensitivities and their effect on training delivery * Target driven and proven self-starter with the ability to deliver on targets without constant supervision What Wren offer * Highly competitive salary and bonus * Comprehensive training to enhance your personal development * Free on-site gym * Subsidised canteens * Amazing incentives and perks * Fantastic opportunities for career progression throughout the company
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