Quality Coach/ Specialist
4 weeks ago
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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