Protection Telephony Coach

Recruiter
Lloyds Banking Group
Location
Edinburgh
Salary
£21627 - £24030 per annum
Posted
12 Nov 2017
Closes
17 Nov 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time

In line with the Group vision to be the Best Bank for Customers, our focus is on ensuring the customer is at the heart of our business.


We are responsible for delivering exceptional service to our customers through servicing their queries. We shape and deliver the Insurance Customer Delivery strategy in order to maintain our position as the most trusted brand in the UK and the largest Home insurer in terms of customers.

As a Protection Coach you will support and develop colleagues who have a natural ability to listen, a genuine desire to help and drive to develop rewarding relationships with customers. You will provide clear, honest and valuable call quality and performance feedback to colleagues in a constructive manner. To develop a good working atmosphere building lasting relationships and rapport with internal and external customer is key to this role. Using your excellent communication skills you will identify what motivates your colleagues and coach them accordingly whilst making good decisions and actively utilising your problem solving skills.

Your strong coaching skills will ensure your colleagues adhere to our fair customer outcomes policy, maintain call control, achieve their performance targets and deliver rapid resolution of customer complaints. Exceeding customer expectations is key to our success along with a quality customer service that meets customer needs and one that has the right outcomes and demonstrates added value. As your experience grows you will champion a continuous improvement ethos in all aspects of your role. Please note that from time to time you may be asked to perform a telephony role to support the business.

Using your high energy levels and an optimistic outlook your negotiation and influence skills will be essential to encourage and coach colleagues to see the benefits of change and achieve results. Organisation, the ability to work working under pressure, meeting deadlines plus business and financial awareness is essential along with an excellent knowledge of the Data Protection Act, Compliance and FCA Rules.

Right from the start, we'll give you all the training and support you need with a 1.5 day Group Induction followed by a 3-4 week Protection Induction / Voice Coach Induction. You will be supported by your Team Manager whilst you learn to ensure competency. Obtaining a full understanding of our operational policies and procedures will assist you in the development of your knowledge of regulatory practices and constraints plus a risk awareness to ensure risk issues and opportunities are recognised and reported.

Our office hours are Monday to Friday 8am to 6pm and we are open to discussions around flexible working within these times. Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive workplace where all our colleagues can be themselves and succeed on merit.

Do you want to work in an environment that provides continuous learning and development, excellent benefits and a career that's full of opportunity? If you have a passion for excellent communication along with an enthusiastic manner, ideally backed up with experience in coaching to develop colleagues we would welcome your application. In return for your hard work, we offer a competitive reward package; please see our careers website for more details.

Together we make it possible.

Please note if we receive a large volume of applications the advertising may close earlier so don't delay in submitting your application.