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Quality and Compliance Coach

4 months ago

Manchester, United Kingdom Mitie Full time

**Job Overview**:
Mitie is currently recruiting for a Quality and Compliance Coach to work from a base location with some travel to other UK sites. Working within a small team of Coaches, together you will be responsible for the delivery of the Quality and Compliance Framework within the 24/7 FM Customer Operations service centre.

Supporting our customer service coordinators with the knowledge and skills they require to ensure excellent customer service, you will also drive compliance with our customer contracts.

You will be working closely with the service operations team to create and deliver inductions and bespoke training, process briefings, side by side coaching and you will also support team leaders to collaboratively monitor and improve overall quality performance to increase customer satisfaction.

**Main Duties**:

- Engage with staff across service operations acting as a positive role model, promoting yourself and representing your team as a valuable and positive resource to coach, inspire and support advisors to deliver the very best customer experience.
- Design and embed effective quality monitoring tools to score customer service coordinators against process and identify failure drivers.
- Analyse the data from quality monitoring to identify failure drivers and inform targeted improvement activity.
- Ensure quality monitoring forms, user guides and training documents are up to date, registered on the document matrix and version controlled.
- Design and create training to meet the learning outcome in response to operational requirements. Including soft skills, process knowledge and contractual specific knowledge to deliver an outstanding customer experience.
- Induct and train new staff across service operations to ensure standards and expectations are set and ensuring the speed to competency is maximised through delivery and management of week by week induction plans.
- Deliver a blended approach to training delivery and coaching using classroom sessions, remote delivery, side by side coaching, huddles and self-learning support.
- Effectively support, train and motivate team leaders to use quality monitoring tools effectively and deliver a quality culture within their teams.
- Conduct monthly validation and calibration sessions to ensure a standard approach to quality monitoring and adherence to the quality framework.
- Manage stakeholders at all levels, engaging in monthly quality review meetings and providing feedback on coordinator progress and sharing recommendations for improvement or best practice.
- Develop good working relationships with all levels of operations to ensure a collaborative and supportive approach in identifying and implementing improvement and learning initiatives.
- Support the mobilisation of new contracts by playing a key role as part of the mobilisation team and being accountable for ensuring the new team are competent for Day One through development of a bespoke training and induction programme and creating reference material.
- Analyse training feedback and conduct lessons learned activities to ensure continual improvement of the service.
- Keep all data collation records, training matrix and reports up to date on a weekly basis and contribute to management reports.

**What we are looking for**:

- Proven knowledge and professional competence and /or experience with adult learning, using modern learning techniques, delivered in a fast paced environment.
- Significant experience of quality monitoring and working within a quality-driven environment within a customer service and / or contact centre setting.
- Demonstrable experience of helping to develop and upskill others within a team, preferably across multi-site operations.
- Ability to work proactively on own initiative as well as part of a team to deliver projects within challenging timescales and proven capability to be self-motivated and manage multiple, conflicting timescales.
- Experience of influencing stakeholders at all levels to deliver desired outcomes.
- Self-management and excellent organisational skills
- Creative problem solver and able to think ‘outside the box'
- Attention to detail and a critical eye
- Engaging verbal and written communication skills
- Exceptional customer experience knowledge
- Ability to shape own workload through identifying needs and delivering solutions
- Computer literate - able to use MS Office packages including Powerpoint, Excel, and SharePoint.
- Flexible approach to working location and working hours to meet operational demand (working hours will cover 24/7 operation)

**Qualifications**:

- GCSE C or above (or equivalent) in English & Maths
- Desirable - qualification in a relevant learning and development qualification
- Ability to gain Security Clearance to SC level