Coach Specialist

**OVERALL SUMMARY**

Join the Close Brothers Motor Finance Team where you will be there to support the development of our people to be the best they can be through coaching and training to deliver good customer outcomes

The coach will ensure the consistent delivery of the highest level of customer service and high-quality complaint handling in line with internal policies and procedures. They will also be there to ensure consistent high level customer service and complaints handling in line with internal procedures and policies.

**RESPONSIBILITIES**
- Design and delivery of training materials to suit the learning needs of colleagues, bringing to life how they can help customers through the delivery of best-in-class complaint handling.
- Leading the training for all new joiner cohorts to the Motor Complaints team.
- Leading the organisation and running of Grad Bay for new starters, providing shadowing, coaching and call listening for our newest colleagues ensuring their progress to competence is tracked, development needs identified and appropriate support in place prior to handover to their new team.
- Providing ongoing training on key themes and topics, including Vulnerability training, and learning needs identified through Quality Assurance.
- Creation of new coaching scenarios to support the Complaint Managers in the embedding of new processes, regulatory changes, and any ad hoc training.
- Collaborate with the Complaint Managers and Standards & Insights team to help ensure consistent improvement is made against all individual and departmental objectives. Work alongside Complaint Managers to ensure that customer outcomes, experience and complaint quality improve through coaching.
- Attend leadership meeting monthly to provide an update on training activity and key focus areas for the upcoming month.
- Support in managing the relationship with key stakeholders to drive and maintain a coaching and development culture. Work collaboratively with other teams to support continuous improvement across the operation.
- Maintain coaching records to evidence coaching focus, content and outcomes.
- Hold regular catch ups with other coaches to ensure consistency in approach and share best practice and case studies
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

**WE WOULD LOVE TO HEAR FROM YOU IF YOU ARE**:

- Excellent communication skills, both verbal and written.
- Passionate about the development of others.
- Able to motivate others and flex coaching style to suit audience.
- Experienced in conflict management and resolution.
- Good with time management and organisation skills.
- A team player with the ability to create excellent working relationships.
- Able to think on feet and use initiative to solve problems and deliver solutions.
- Self-motivated, people and customer orientated.
- Experienced using IT and software.
- Experience of working and delivering in a customer focused environment.

**IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE**:

- Excellent knowledge of Motor Finance, DISP and experience of complaint handling.
- Solid understanding of the business objectives and operations.

**ABOUT US**

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

**To find out more about life at Close Brothers**:
**To find out more about our benefits**:
**To find out more about our commitment to creating an inclusive environment**:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.

We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.

We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.

Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.

Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our busin