Performance & Improvement Coach

1 week ago

Darlington, United Kingdom Priory Central Services Full time

Priory is the leading independent provider of mental healthcare and adult social care in the UK.

An exciting new role dedicated to providing an excellent client journey, and outcomes, into Private Treatment pathways (Outpatient and Residential).

Priory are the UK’s leading provider in private mental health services offering treatment at over 20 locations and providing treatment to 35,000 individuals each year.

We are looking for dynamic individuals to work closely with the Centre Management team, to identify development needs and skills gaps within our existing workforce. The role holder will be tasked with working closely with each individual, providing tailored feedback and coaching, to unlock each individual’s full potential.

**This is a full time role (37.5 hours) working between the hours of 8:30am and 6:00pm Monday to Friday and will be office based.**

**Responsibilities and duties will include (but are not limited to)**:

- Completing training needs analysis with staff members to identify coaching/development needs
- Documenting feedback and coaching sessions and tracking agent performance to show improvement/continued non performance
- Listening to and scoring calls, remotely and side by side, to ensure a consistent customer journey is being provided in line with business requirements
- Creating and maintaining monthly MI (Management Information)
- Induction training for new starters
- Regular reviews of existing tools available to staff and training material, to ensure this is relevant
- To encourage new and innovative processes built around delivering a best in class service to clients
- Any other reasonable duties, linked to the improvement of customer services, and subsequent delivery of any training to staff to achieve this

**Qualifications and Skills**

**Essential criteria**
- Previous background/experience in a customer service role (minimum of 2 years’ experience)
- Excellent communication skills (Verbal and written)
- Good working knowledge of Microsoft packages including Excel, Word and Outlook
- Good attention to detail and record keeping
- Able to work independently and as part of a team

**Desirable**
- Experience of working in, or in depth knowledge of, private mental health treatment
- Previous experience of delivering feedback and coaching with an in depth knowledge of coaching techniques
- Previous experience of people development
- Previous experience of creating and presenting back reports/MI

**What we would like to give you**:

- 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday
- Annual leave entitlement increase based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
- Length of service recognition awards
- Employee Assistance Programme
- Competitive Pension Scheme
- Initial Disclosure Check Cost covered, if applicable to role
- ‘My Possible Self’ App and health-related benefits
- Online discounts and cashback rewards
- Technology scheme (qualifying period)
- Cycle to work scheme (qualifying period)
- ‘Cash for Colleagues’ - Employee referral scheme
- Career Pathways Programme - for development and further qualifications

We reserve the right to close the vacancy ahead of the closing date if a successful applicant is appointed.

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