Customer Care Coach

3 weeks ago

London, United Kingdom Pertemps London Full time

Pertemps Recruitment agency has partnered with a major Leading Digital Marketing Company, this firm is looking for**Customer Service Coach** to join their team in London.
This is a full-time, permanent role - paying between **£30,000k
- £32,000 plus 4,000 bonus annually.**
**Your Role**:
We are looking for an exceptional Quality Assurance Coach to support the growth and development of our international Customer Service team.
The Quality Assurance Coach role is a new position within the department, and you’ll be entrusted with coaching individual team members who are directly supporting our customers over the phone and online every day. We’re always striving to improve our customers’experience with us, and you will be a key part of helping our customer service agents to grow and develop through monitoring our quality levels and providing coaching to improve these.
You’ll be helping to create and optimise our training and quality processes, and then will be instrumental in implementing and monitoring those quality activities. An experienced coach, you’ll be comfortable running sessions each day with agents and supervisorsand ensuring that customers are receiving the best experience possible. We’re an international business, and have teams based across the world, so you’ll need to speak English and either Portuguese or French fluently. There will be opportunities to help developand deliver training materials for the Customer Service team.
**Responsibilities Include**:
Be instrumental in reviewing the Quality framework across different disciplines in the team including customer service and moderation.
? Implement and maintain the quality program in all markets, including the re-introduction of calibration sessions.
? Coach agents and moderators, both in groups and individually as appropriate, as well as supervisory team members in line with quality guidelines.
? Run almost all of your sessions remotely, using video calls and audio as your main communication with attendees.
? Work with supervisors and team leaders to improve their coaching skills for use with their own team members.
? Listen to calls to ensure quality and identify areas of improvement, as well as complete some evaluations.
? Analyse quality performance on a consistent basis to ensure improvement in performance.
? Report generation, linking quality performance and customer satisfaction.
? Support with compiling and updating policy and procedure documentation.
? Support all markets within Customer Services, with increased focus on the language markets spoken.
? Make suggestions for improvements to the quality and training framework, and for the business and customers in general, using data and experience to aid those recommendations
**Key skills and experience required.**
? Demonstrable experience in a similar role, ideally in a digital business.
? Previous experience delivering coaching is essential, preferably within a customer service call centre environment. Experience delivering training is desirable.
? Fluent in English and either Portuguese or French. Additional fluency in Italian or Spanish would be helpful, but not essential.
? Excellent standard of literacy and effective written and spoken communication skills.
? Strong planning and organisational ability.
? Experience using Microsoft Office or the Google suite would be advantageous

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