Call Quality Coach

4 weeks ago


Warwick, United Kingdom British Pregnancy Advisory Service Full time

**Do you enjoy helping people reach their full potential?**

**Have you got a keen eye for making processes better?**

We are looking for a Quality Coach to join our Booking & Information Centre team on a permanent full time basis.

You will provide coaching and support to our Appointment Advisors and Admin colleagues to maintain and improve quality standards. You will play a key role in enhancing the client experience at every opportunity and ensure the sharing of best practice.

With a focus on continuous improvement you will identify training and development needs in the Booking & information Centre and deliver workshops/training sessions to help your colleagues provide great customer service to all BPAS clients.

**Duties include**:

- To encourage and motivate colleagues to achieve optimum levels of performance by working to daily/weekly coaching targets,
- Conduct call listening of advisors, remotely and side by side and feedback to Managers on performance.
- To coach and support colleagues to ensure adherence to standard operating procedures, general standards and policies.
- Be Accessible and visible, supporting and providing guidance on the floor.

**About You**:
Friendly and approachable you will be experienced in telephone work. With a positive can do attitude you will enjoy coaching and training your colleagues and youll have the skills to carry out call monitoring and be comfortable sharing feedback.

Experience of working in a shared service/call centre is highly desirable although not essential.

**We are also looking for**:

- Excellent communication & interpersonal skills
- Ability to lead by example and use coaching/feedback skills effectively.
- A team player with the ability to work on own initiative when required.
- Organisational and prioritisation skills

**About us**

British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

**Working with us**:
Alongside a supportive and friendly working environment, BPAS has generous benefits: life assurance cover at 3 times salary, 34 days annual leave per year & a defined contribution pension scheme. You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.

**Further Information**:
**Location**: Booking & Information Centre, Orion House, 2 Athena Drive, Tachbrook Park, Leamington, CV34 6RQ.

**Hours**: 36 hours per week

**Working Pattern**:Working a 2 week working pattern below

**Week 1**:

- Monday: 11:00 to 19:00
- Tuesday: 13:00 to 19:00
- Wednesday: 11:00 to 19:00
- Thursday: 11:00 to 19:00
- Friday: 11:00 to 19:00

**Week 2**:

- Monday: 11:00 to 19:00
- Wednesday: 11:00 to 19:00
- Thursday: 11:00 to 19:00
- Friday: 11:00 to 19:00
- Sunday: 09:30 to 14:30

**Please note Sunday working is paid at a premium rate of time and a half.**
- This role will require a 2 week training course that runs Monday to Friday 8.30 to 16:30 before the advertised shift begins._

**Salary**:£22,228 to £27,165 per annum depending on skills & experience

The Small Print: All applicants must be pro-choice.

References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment.

**Person Specification**

**Knowledge and Skills**
- Ability to coach colleagues and give feedback
- Experience delivering training sessions and workshops
- IT skills - Microsoft Word, Outlook, Video calling

**Qualifications**
- English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2

**Experience**
- Previous experience of telephone work
- Work experience in a shared service centre / Call centre environment

**If the above sounds like you please submit your CV detailing how you meet the above criteria**

**Job Types**: Full-time, Permanent

**Salary**: £22,228.00-£27,165.00 per year

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Weekend availability

Application question(s):

- Do you have experience of telephone work?
- Are you aware the salary for this role is £22,228 to £27,165 per year?
- Do you support a woman's right to choose abortion?
- Are you aware this is a 36 hour role with



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