Coach

**Role**:Coach

**Location**:Nottingham with hybrid working on offer

**Salary**:From £49,000

**Contract Type**: Permanent / 37.5 hours per week

**Who are Trust Alliance Group**:
Trust Alliance Group was formed in 2022 and comprises several businesses that were previously part of Ombudsman Services. The Energy Ombudsman, Communications Ombudsman, Internet Commission and POPLA are now separate business units within Trust Alliance Group.

To deliver on our purpose of building and maintaining trust between consumers and businesses, we’re developing diverse capabilities and expertise in a range of areas including digital alternative dispute resolution and case management technology.

**Purpose of Role**:
Are you passionate about helping others resolve disputes and achieving fair outcomes? Do you thrive in a dynamic environment where coaching and mentoring are integral to success? We are looking for a Coach that will play a pivotal role in delivering impartial, balanced outcomes for our customers while supporting and developing our team of Dispute Resolution Executives. In this role, you’ll provide expert advice, guide your team to success, and handle complex cases with precision. This role require tenacity for resolving conflicts effectively and delivering exceptional customer service.

**Key Responsibilities**:

- ** Lead and coach your team of Dispute Resolution Executives (DREs)**, ensuring they receive the necessary support and guidance to excel in their roles.
- ** Provide constructive feedback** to DREs, facilitating continuous improvement in their performance and skills.
- ** Foster a motivational environment** that promotes high performance and engagement among team members.
- ** Offer expertise and support** in handling complex or sensitive cases, ensuring fair and efficient resolution.
- ** Conduct regular performance reviews** to evaluate and enhance the progress of DREs.
- ** Set and support the achievement of challenging targets** related to productivity, quality, and values-driven behaviors.
- ** Ensure your community is engaged in solving operational and organisational challenges**, always feeling able to provide feedback and contribute to our success.
- ** Deliver expert technical advice to DREs**, aiding them in resolving disputes within established frameworks.
- ** Mentor and develop DREs**, fostering professional growth and maintaining high standards.
- ** Collaborate with colleagues across TAG** to enhance front-line knowledge and streamline processes.
- ** Ensure we communicate decisions clearly and effectively**, ensuring transparency and understanding with customers.
- ** Support the Business Unit Operations Leader** in embedding continuous improvement initiatives across the team.

**Preferred Background**:

- Proven experience in providing case advice and support to Dispute Resolution Executives and Trainees.
- A track record of delivering excellent customer service, demonstrating empathy while maintaining impartiality.
- Experience managing complex cases, calls, and data in a fast-paced environment.
- Strong written and oral communication skills, with advanced report writing abilities.
- Familiarity with dispute resolution frameworks and regulatory knowledge is advantageous.
- A proactive, solutions-focused approach to coaching and team development.

**What else is on offer**:

- 26 Days holiday plus Bank Holidays (pro rata)
- Modern working space with bespoke facilities to encourage creativity and wellbeing.
- Learning opportunities and tools to support your professional and personal development.

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.