Learning & Development Coach

A new opportunity has arisen in our Learning and Development team. We are looking for a Coach to develop the capabilities, skills and competencies of staff within our Charitable Operations team. This role will support staff in delivering an excellent levelof customer experience and be a champion of our values. You will be engaging with staff to support a continuous learning journey, focusing on a first-class service for our beneficiaries. We are looking for someone who has experience working in a contact centreenvironment in either a team lead, coaching and quality assurance capacity.

**Purpose of the role**
- To develop the capabilities, skills and competencies of staff within Charitable Operations.
- Support staff in delivering an excellent customer experience and champion a culture that engages staff in a continuous learning journey, focusing on a first-class service for our beneficiaries.

**Key Accountabilities**

Training
- Support the Training Team during periods of peak demand or absence.

Quality
- Complete random sample call quality reviews for all customer-facing staff in Charitable Operations, in line with our Quality Framework.
- Complete random sample case quality reviews for all Charitable Operations’ Case Managers in line with our Quality Framework.
- Facilitate monthly Case Levelling sessions with Charitable Operations’ Case Managers.
- Complete targeted quality reviews to better understand our customer interactions, for example, as a result of customer feedback.
- Complete weekly quality assessments with new entrants during their training period.

Coaching
- Offer regular 1-1 coaching sessions to all staff within Charitable Operations.
- Provide dedicated coach support to any Charitable Operations staff member who is currently working on a Performance Improvement Plan.
- To carry out side-by-side coaching sessions for customer-facing staff in order to provide immediate feedback.
- To support staff in managing difficult interactions, such as suicidal calls.
- Coach and support academy staff throughout their agreed training period.

Innovation
- Utilise technology to support a 'quality first’ culture.

**Critical Competencies**

Excellent Communicator
- Exceptional coaching skills that support the ethos of coaching, being centered on 'unlocking a persons to potential to maximise their own performance’.
- Inquisitive effective questioner that teases out the challenges and solutions rather than 'teaching / telling’.
- Communicates effectively with people at all levels, gaining their engagement with concepts and topics.
- Ability to manage their audience to ensure that learning is received effectively.
- Presents themselves as positive and enthusiastic about developing people.
- Able to use innovate ways to deliver learning messages.
- Can create high quality and engaging resources to support learning.

Customer-Focus
- Treats customers as individuals and has them at the forefront of all learning messages.
- Be a strong customer voice within the business, demonstrating a clear commitment and passion for high quality customer service.
- Be the ambassador for doing what is right for our customers - acting as a moral compass for others to follow.
- Demonstrates a positive mind set and encourages staff to focus on what we can do for our customers.

Planning and Organisation
- Strong organiser with excellent planning skills.
- Able to manage complex workloads and priorities.
- Can scope out the resources required to deliver learning effectively.
- Able to cope in a fast paced environment, where priorities may change at short notice.
- Able to analyse and interpret data to identify trends.

Continuous Improvement
- Use data and feedback to refine and improve our Learning and Development offerings.
- Demonstrate a desire to develop your own skills and experience for the benefit of the organisation and the customer.

**Capabilities Profile - Technical Skills/Knowledge**

Essential:

- Experience of conducting coaching in a business environment, preferably within a customer service or contact centre.

Desirable:

- Knowledge of the GROW Coaching model.
- Experience of designing and delivering learning and development solutions within a customer service environment.
- Worked within a Quality Assurance role.
- Experience of working with vulnerable customer groups.

We are a disability confident employer, feel free to make us aware of any reasonable adjustments you might need.