Call Centre Quality / Performance Coach

Source4 Personnel Solutions
19 Mar 2017
18 Apr 2017
Contract Type
Full Time

Job Description

Our client, a leading specialist mortgage lender, focused on underwriting mortgages for customers with complex incomes and situations, currently have an opportunity to join the team in their new modern offices. The role holder will responsible for supporting the Senior Management team embedding a culture of strong customer conduct, through assessing, measuring and enhancing the performance of front-line teams.

  • Effectively coaching individuals to raise the bar on performance
  • Work in partnership with Team Managers & Operations Managers to develop and grow individuals in a way that achieves the individuals own development plan actions
  • Ensuring role competence is maintained and exceeded in line with the Training & Competence Scheme
  • Build positive, consultative and engaging relationships across the business through effective communication with managers and colleagues to encourage shared learning
  • Assess and analyse business needs and priorities with local managers, recommending solutions to address and remediate such needs through effective side by side coaching
  • Consult, coach, mentor and train front-line teams to deliver role objectives in a way that supports the firm having a strong customer focused conduct culture
  • Create meaningful action plans for individuals to improve overall performance
  • Monitor and track improvements, communicating outputs regularly to Senior Management
  • Provide timely and regular feedback to individuals using established methods
  • Assist the wider Learning & Development with the design and delivery on in-house training solutions where relevant in line with business needs
  • Instill firm values and behaviors through effective coaching
  • Develop and maintain handy hint/job aids related to individual roles

Person / Experience Required

  • Drive for success, passion and ambition
  • Energetic - consistently able to energise colleagues to deliver exceptional performance
  • Motivational and inspiring individual
  • Consultative
  • Assertive - able to stand strong with conviction
  • Able to work solely on your own and as part of a team; with strong communication and influencing skills
  • Strong stakeholder management skills
  • Excellent English communication skills (verbal & written)
  • Focused and delivery-driven
  • Hands on approach required and willingness to take personal accountability
  • Proven experience in coaching individuals to enhance performance
  • Experience in call monitoring / quality monitoring processes (desirable)
  • Level 3 or above Coaching Qualification (desirable)

Please note: As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.