Contact Centre Coach

Holland & Barrett Group Ltd
03 Dec 2017
08 Dec 2017
Contract Type
Full Time
The purpose of this role is to monitor customer interactions calls and quality check customer interactions within the guidelines of our quality framework.

The Role

Analyse customer interactions through voice, email and webchatProduce individual coaching support plans to improve advisor performanceCoach and mentor front line teamSupport with new starter training and mentoringImplement and lead call calibration sessions within the contact centreReview and implement customer contact service guidelinesExcellent stakeholder management skills with ability to communicate effectively across all levels of businessExcellent communications and engagement skillsFlexible and adaptable to changeThe ability to build rapport and provide honest and open feedback in a tactful and sensitive manner to increase performance and highlight blind-spotsThe Person

Previous experience of working in a Call/Contact Centre or customer service environmentExperience of auditing customer interactions is essentialHave experience of people development, mentoring, coaching and experience in a similar roleGood IT skills with knowledge of Microsoft Office The Company

Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…

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