Customer Services Training Coach

3 weeks ago


United Kingdom HomeServe Full time

We have an exciting opportunity for a Service Excellence Coach in NE/SA/DH/CA/DL/TS/YO
This is a Grade E role with competitive salary
The Field Operations Team winning aspiration is that HomeServe is recognised as a great place for Customer Service. Our Field Engineers are encouraged, engaged and enabled to provide effortless Customer Service.
To maintain and coach a safety-first culture, whereby Health & Safety standards are always adhered to and applied as a priority Responsible for ensuring that performance is effectively and continually coached against agreed service standards, process and best practice. Record and document information to identify training needs, effectiveness of any training completed and engineer competence.
Attain and maintain knowledge and understanding of coaching models, product knowledge and business processes.
To provide the required coaching and support for engineers to ensure they are equipped to achieve their objectives.
To coach and maintain working practices that ensures compliance with all regulatory, legislative and internal Compliance requirements.
To coach engineers to deliver a consistent and exceptional customer experience where we arrive on time for a job, provide a first visit fix, work in a safety-first manner and communicate effectively with our customer.
To assistin the successful resolution of customer complaints, identifying the root cause of complaints, coaching engineers and developing action plans to address and improve service to our customers.
To assist the coaching and development of a team of Engineers ensuring they are highly engaged, share best practice, are supportive of each other and operate as a high performing team.
To undertake and plan site coaching visits - It is expected the role will befield based, field based is defined as accompanying Engineers on jobs in customer homes, travelling and meeting customers, one to one time with engineers and carrying out Health and Safety Audits & Van checks.
Attend customer sites as required to resolve customer complaints as requested by CR/Senior Management.
It is expected that in significant peak periods that SECs undertake and attend repair work and gas safety incidents.
Proven experience of coaching, monitoringand mentoring engineers.
Strong customer focus with the ability to deal with complaints.
Knowledge of Trade regulations supporting HomeServe product range
Proficient to a high level in the use of Microsoft office package.
Full UK driving license Desirable.
At least 5 years experience in the gas industry.
Knowledge of gas trade regulations and ACS qualifications.
Whether you work on the frontline, talking to Customers on the phone or in their homes or you work in our Support Functions, we focus on putting Customers' needs at the heart of everything we do.



  • united kingdom HomeServe Full time

    About The RoleWe have an exciting opportunity for a Service Excellence Coach in NE/SA/DH/CA/DL/TS/YOThis is a Grade E role with competitive salaryThe Field Operations Team winning aspiration is that HomeServe is recognised as a great place for Customer Service. A place where the Customer journey is effortless.Our Field Engineers are encouraged, engaged and...


  • United Kingdom HomeServe Full time

    About The Role We have an exciting opportunity for a Service Excellence Coach in NE/SA/DH/CA/DL/TS/YO This is a Grade E role with competitive salary The Field Operations Team winning aspiration is that HomeServe is recognised as a great place for Customer Service. A place where the Customer journey is effortless. Our Field Engineers are encouraged,...

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