Quality Coach Specialist

2 weeks ago


Midlothian, United Kingdom Nutmeg Saving and Investment Limited Full time

Nutmeg is a leading Digital Wealth Manager, and we're committed to delivering exceptional service to our clients. As a Quality Coach, you'll play a critical role in developing our front-line Client Service Associates, ensuring they have the skills and knowledge to provide the best possible outcomes for our clients.

Key responsibilities include:

  • Supporting and motivating our team to deliver exceptional service standards
  • Contributing to the review and improvement of coaching frameworks, processes, and procedures
  • Identifying and executing process improvements and providing Subject Matter Expert support on key process and technology initiatives
  • Staying up-to-date with training and enhancements that impact our job
  • Keeping informed of and applying changes to processes, procedures, and regulatory requirements
  • Achieving the best out of each individual and creating a winning environment through regular positive praise and recognition
  • Working with development plans, owning content, and updates that track the learner's journey
  • Managing personal workload and priority items, ensuring timely escalation of key risks and issues to management
  • Developing strong partnerships with key stakeholders, proactively building and maintaining relationships across the firm

Required qualifications, skills, and capabilities include:

  • 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, with attention to detail
  • Ability to deep-dive and investigate issues to reach a successful resolution for applicable parties


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