Customer Service Coach Lead

6 days ago


London, Greater London, United Kingdom HomeServe Full time

We are looking for a Customer Service Coach Lead to join our team in NE, SA, DH, CA, DL, TS, YO. This is a Grade E role with an estimated salary of £40,000 - £55,000 per annum.

About The Role

The Field Operations Team at HomeServe aims to be recognized as a great place for customer service. As a Customer Service Coach Lead, you will play a crucial role in achieving this goal by coaching and mentoring a team of engineers to provide effortless customer service.

Main Responsibilities
  • Maintain and Coach a Safety-First Culture: Ensure that Health & Safety standards are always adhered to and applied as a priority.
  • Coach and Develop Engineers: Provide the required coaching and support to ensure engineers are equipped to achieve their objectives.
  • Health and Safety Audits & Van Checks: Undertake regular site coaching visits, including accompanying engineers on jobs, meeting customers, and carrying out health and safety audits and van checks.
  • Customer Complaints: Assist in the successful resolution of customer complaints, identifying root causes, coaching engineers, and developing action plans to improve service.
  • Team Development: Coach and develop a team of engineers to ensure they are highly engaged, share best practices, and operate as a high-performing team.
About The Candidate

To be successful in this role, you will need to have the following knowledge, skills, and attributes:

  • Excellent Communication Skills: Strong written and verbal communication skills.
  • Influence and Relationships: Ability to influence and build relationships with engineers, colleagues, and stakeholders.
  • Coaching Experience: Proven experience of coaching, monitoring, and mentoring engineers.
  • Customer Focus: Strong customer focus with the ability to deal with complaints.


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