Learning and Development Coach

  • Location
    Harlow, Essex
  • Salary
    £ 29000 - £ 30000 / Year
  • Category
    HR, Sales and Management - Call Centre Supervisor
  • Job type
    Permanent
  • Industry
    Charity and Not-for-profit
  • External Reference
    JN-092020-141123

Key Accountabilities

Support the Training Team during periods of peak demand or absence.
Complete random sample call quality reviews for all customer



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.


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.
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 mindset and encourages staff to focus on what we can do for our customers.


Planning and Organisation
Strong organiser with excellent planning skills.
Ability to manage complex workloads and priorities.
Can scope out the resources required to deliver learning effectively.
Ability to cope in a fast paced environment, where priorities may change at short notice.
Ability 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.
IT literate, with Microsoft Office Suite experience.
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.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Melanie Thompson