Customer Support Team Coach

7 months ago

Doncaster, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

Join the Close Brothers Motor Finance Team where you will support the development of our people to be the best they can be through coaching and training to deliver good customer outcomes. Working as part of the Customer Support team our ideal team member will have previous experience in development of others with excellent communication skills.

**RESPONSIBILITIES**
- Design and delivery of training materials to suit the learning needs of colleagues, bringing to life how they can help customers through the delivery of best-in-class case handling.
- Leading the training for all new joiner cohorts to the Customer Support team.
- Leading the organisation and running of Grad Bay for new starters, providing shadowing, coaching and call listening for our newest colleagues ensuring their progress to competence is tracked, development needs identified and appropriate support in place prior to handover to their new team.
- Providing ongoing training on key themes and topics, including Vulnerability training, and learning needs identified through Quality Assurance and CST Supervisor.
- Creation of new coaching scenarios to support the CST leadership team in the embedding of new processes, regulatory changes, and any ad hoc training.
- Collaborate with the CST leadership team and Standards & Insights team to help ensure consistent improvement is made against all individual and departmental objectives. Work alongside the CST leadership team to ensure that customer outcomes, experience and case handling quality improve through coaching.
- Attend leadership meetings monthly to provide an update on training activity and key focus areas for the upcoming month.
- Support in managing the relationship with key stakeholders to drive and maintain a coaching and development culture. Work collaboratively with other teams to support continuous improvement across the operation.
- Maintain coaching records to evidence coaching focus, content and outcomes.
- Hold regular catch ups with other coaches to ensure consistency in approach and share best practice and case studies.
- Responsible for maintaining 90 day detailed and 12 month high level training planner
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

**WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE**:

- Excellent communication skills, both verbal and written.
- Passionate about the development of others.
- Ability to motivate others and flex coaching style to suit audience.
- Conflict management and resolution.
- Good time management and organisation skills.
- Team player with the ability to create excellent working relationships.
- Able to think on feet and use initiative to solve problems and deliver solutions.
- Self-motivated, people and customer orientated.
- Strong IT and software skills.
- Experience of working and delivering in a customer focused environment.

**IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE**:

- Excellent knowledge of Motor Finance collection & recoveries, customer vulnerability and consumer duty.
- A solid understanding of the business objectives and operations.

**ABOUT US**
- For roles offering hybrid working:_ At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

**To find out more about life at Close Brothers**:
**To find out more about our benefits**:
**To find out more about our commitment to creating an inclusive environment**:
**The Company**

We specialise in helping people buy new and used cars, motorbikes and light commercial vehicles. Working with a network of reputable dealer and broker partners, we provide flexible finance solutions to our customers that are convenient, hassle-free and most importantly, affordable. With headquarters in the North of England, we have branches covering the whole of the UK, serving the needs of our partners and customers and offering a personal hands-on approach to vehicle finance.

Close Brothers Motor Finance is part of the FTSE 250 listed Close Brothers Group plc, a specialist financial services group which makes loans, trades securities and provides advice and investment management solutions to a wide range of clients. Close Brothers was established in 1878 and employs over 2,500 people, principally in the UK.

**Inclusion**

**The Benefits**

**Private medical**

**Discounted health checks**

**Stakeholder pension contribution**

**Gym discounts**

**Cycle to work scheme**

**Save As You Earn scheme**

**Purcha

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