Coaching Consultant

3 weeks ago

Maidenhead, Windsor and Maidenhead, United Kingdom Kensington Mortgage Company Full time
About the Role

We are seeking a highly skilled Coaching Consultant to join our team at Kensington Mortgage Company. As a Coaching Consultant, you will provide strategic guidance and personalised coaching to new starters within our Servicing operation.

Key Responsibilities
  • Support agents and specialists with ongoing coaching and development to achieve high standards of performance.
  • Identify skill and knowledge gaps through performance analysis, providing targeted solutions to boost new recruits' effectiveness.
  • Establish trust and a comfortable environment for open communication, empowering new employees to express their development needs.
  • Use insights from trends and feedback to identify coaching needs and deliver personalised support.
  • Conduct quality checks to uphold service delivery standards and continuously improve processes.
  • Manage daily tasks effectively to ensure new recruits receive consistent side-by-side coaching.
  • Design and deliver custom training materials that enhance both capability and operational efficiency.
  • Lead effective training sessions to meet evolving business needs.
  • Work closely with business partners to refine and update the servicing induction, ensuring all training materials are accurate and up to date.
  • Deputise for the Team Manager.
Requirements
  • Strong coaching skills with the ability to develop team members and monitor their progress.
  • Coaching experience within a mortgage, financial services or similar regulated environment is essential.
  • Excellent problem-solving skills, with the ability to assess, analyse and recommend solutions for customer and process related issues.
  • Strong organisational skills to plan, prioritise and manage training plans in line with business objectives.
  • Clear and effective communication skills both verbally and written for engaging with a range of stakeholders.
  • Flexibility and a positive attitude towards change and adaptability.
  • Experience of working in a fast-paced, target driven, customer focussed environment.
  • Understanding of complex customer administration processes and policies.
  • Experience in a customer-facing role including handling complaints.
  • Technical knowledge of financial services including simple and complex queries and transactions.
What We Offer

We are an inclusive and equal opportunity employer that values diversity. We offer a range of benefits, including up to £31,000 salary, 25 days holiday and a fantastic range of benefits. If you are passionate about helping others grow and excel and want to make a difference, we would love to hear from you.

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