Customer Service Training Manager

We are looking for a motivating call centre coach with a passion for coaching and supporting call agents to provide customer service excellence.

As a Call Centre Coach you will be responsible for supporting contact centre teams within a busy life and pensions provider. Your objective will be improving customer outcomes by providing real-time support, guidance and coaching to customer service agents during live customer interactions.

The successful candidate will work closely with advisors to ensure accurate information is provided to customers, regulatory requirements are met and customer experiences are consistently improved. Through live call listening, side-by-side coaching, knowledge sharing and performance support, to help increase agent confidence, competence and overall service quality.

What you’ll be doing:

• Providing real time support to call centre agents and supporting with escalations.
• Monitoring and listening to live customer calls to identify coaching opportunities.
• Ensuring customers receive accurate, clear and compliant information.
• Supporting with escalated queries to reduce service complaints.
• Working with team leaders and quality assurance teams to spot trends and coaching opportunities based on collated feedback.
• Improving customer response times and experience quality.

What we’d like to see from your application:

• Previous experience in a call centre providing management and coaching.
• Experience handling complex complaint escalations and supporting vulnerable customers.
• Understanding of FCA regulations, customer duty and fraud awareness.
• Great communication, negotiation and problem solving skills.
• A working knowledge of pensions and life products would be advantageous.

Location: Peterborough full time in office.

The rate on offer: £350 per day gross via umbrella.

Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.

Duration: 6 months initially.

Training: 2-4 weeks.