Performance Coach

**Description**:
It’s an exciting time to join the Customer Support team here at AXA Global Healthcare, with significant investment planned to transform, develop and upskill our Customer services staff to deliver a service of the highest level. To help us ensure that we drive performance, have the correct metrics across the wider CS teams, and enhance our overall capabilities through learning interventions so that we are best placed to deliver excellent levels of service to our customers, 24/7.

As Performance Coach you'll be responsible for coaching and developing our Personal Advisors in line with individual and business need. Working closely with the teams across the business, the role ensures that the development of our services, processes and ways of working take into account the capabilities of our customer facing employees. At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our Tunbridge Wells Office in a way that works best for them, their team and our customers.

**What you’ll be doing**:

- Work closely with key stakeholders to identify trends in performance identifying coaching opportunities where appropriate. Using this insight, design and deliver coaching sessions that are scalable and reusable.
- Track performance improvements through coaching, being able to demonstrate effective coaching with clear identified improvements.
- Support the transition of our new Personal Advisors by providing ad-hoc support, real time coaching and addressing and highlighting performance concerns.
- Communicate regularly with key stakeholders to highlight any coaching observations, particularly around any emerging themes and plans to mitigate any risk.
- Support the annual review of our development framework in line with the learning needs of our people.
- Ensure you continually capture insight through quality checking, reviewing complaints and reviewing customer feedback.
- Stay in touch with the needs of our customers and our customer service operating model, through regular analysis of CS data, customer insight and through working with Head of department and other key stakeholders across AGH.
- Create guidance and material (e.g. Nexus pages or Knowledge Articles) to support the performance of our PAs.
- Work closely with AXA GOBO to ensure we are delivering a consistent service across our voice and messaging channels. Addressing pain points share best practice and provide feedback where required.

**Qualifications**:

- Proven experience in supporting development through coaching
- Experience of using coaching models, experience of training delivery preferred.
- Demonstrate a good working knowledge of Customer Service processes and systems
- Customer experience, quality and continuous improvement mindset.
- Exceptional stakeholder management and people skills with an ability to influence.
- Strong organisational and time management skills.
- Data analysis, modelling and interpretation skills.

As a precondition of employment for this role, you must be eligible and authorized to work in the United Kingdom.

**What we offer**:
One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

- Competitive annual salary of up to £35,000
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
- AXA employee discounts
- Gym benefits

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

LI-Hybrid #health2

**About AXA**:
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things - nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone - regardless of difference.

Proud to be part of the AXA Group, AXA - Global Hea