Customer Loyalty Coach
Permanent
Location: Hybrid - Edinburgh, Peterborough or Witham (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary from £27,200 - £40,800 depending on the experience you can bring
Closing date: Monday 2 December 2024
We're a company of ambitious, collaborative, problem-solvers who get things done. We strive to make sure everyone that works for us feels seen, heard, and valued - so we're looking for like-minded people to join us. We support colleagues to bring their whole selves to work and be part of our Inclusion and Diversity communities.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.
As a Customer Loyalty Coach, you'll play a vital role in empowering our Platform Administrators within Customer Care. You'll collaborate closely with our management team to provide tailored coaching that focuses on soft skills and exceptional customer service.
Your key outcomes:
* Deliver Impactful Coaching: Work directly with Platform Administrators to provide specific coaching that helps them meet operational targets and reduce repeat calls and complaints.
* Collaborate for Success: Partner with the Head of Customer Care, Operations Managers, and Team Managers to identify coaching needs and improve call quality through trend analysis.
* Onboard New Talent: Support the onboarding process by delivering engaging orientation and training sessions that set new colleagues up for success.
* Analyse and Report: Conduct trend analysis and produce reports on coaching outcomes, showcasing the benefits achieved.
We'd love to hear from you if you:
* Have an in-depth understanding of Aegon products and services.
* Have a proven record in coaching and mentoring, especially in soft skills.
* Can deliver a great customer experience in accordance with the self-serve ethos within Customer Care.
* Understand how changes impact Net Promoter Score (NPS), customer complaints, and operational support.
* Have working knowledge of Avaya, Pega, and Composer.
* Can provide actionable feedback that fosters growth.
* Understand building customer loyalty and a one and done experience.
What's in it for you?
* A non-contributory pension between 8%-12%
* A discretionary bonus, depending on personal and company performance
* 34 days leave per year (including bank holidays, pro-rated for part-time)
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.
The legal bits
We'll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.
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