Quality Coach/ Specialist

4 weeks ago


Midlothian, United Kingdom Nutmeg Saving and Investment Limited Full time

Nutmeg Saving and Investment Limited is committed to delivering exceptional service to our clients. We're seeking a dedicated Quality Coach to join our team and contribute to our mission of being the most trusted Digital Wealth Manager in the world.

The Quality Coach will play a crucial role in the development of our front-line Client Service Associates. This role involves reviewing retrospective and real-time interactions with clients to ensure they receive the best possible outcome. With a strong focus on customer and people obsession, the successful candidate will provide inspiring feedback to drive the growth and development of our people, culture, and business.

Key Responsibilities:

  • Support, motivate, and develop the team in delivering an exceptional service standard
  • Contribute to the review and improvement of coaching frameworks, processes, and procedures
  • Identify and execute process improvements, providing Subject Matter Expert support on key process and technology initiatives
  • Stay up-to-date with training and enhancements that impact our job
  • Apply changes to processes, procedures, and regulatory requirements
  • Achieve the best results from each individual and create a winning environment through positive praise and recognition
  • Work with development plans, owning content and updates that track the learner's journey
  • Manage personal workload and priority items, escalating key risks and issues to management
  • Develop strong partnerships with key stakeholders, building and maintaining relationships across the firm

Required Qualifications, Skills, and Capabilities:

  • Experience with investments, ISAs, and pensions
  • Experience working with Salesforce
  • Strong verbal and written communication skills with the ability to influence others
  • Excellent analytical and research skills, detail-oriented
  • Ability to investigate issues to reach a successful resolution


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