Customer Service Coach – Leeds, LS1
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
* Salary: £27,682.29
Bonus of up to 20% of annual salary
33 days holiday (including public holidays) – rising to 36 with service
Competitive Benefits
* Healthcare plan
* Cash back on dental and optician costs
* Life Insurance
* Employee wellbeing program
* Flexi points and discounts on your everyday shopping to support your financial wellbeing
* Pension plan
* Fitness and Wellbeing discounts
* Generous candidate referral scheme
* Free Breakfast bar
* Casual dress
* Regular incentives and recognition awards
Your new role…
As a Lantern Customer Service Coach, you will be responsible for coaching our Customer Service and Business Process agents to achieve optimum performance levels and achieve agreed departmental targets. You’ll provide clear and concise direction, support and guidance to the teams through effective coaching, leadership and setting of SMART objectives.
The role holder must have strong communication and negotiation skills with a proven track record of strong coaching ability using a range of styles, achieving targets and standards through compliant behaviours and timely actions.
You Will Do This By
* Motivating and coaching agents to ensure strict adherence to Key Performance Indicators and Service Level Agreements while proactively managing performance.
* Developing and coaching agents to deliver fair customer outcomes through side by side and remote coaching and training.
* Focusing on close support of individual advisors to ensure that the technical and soft-skills meet minimum standards.
* Taking an active role in the training and development of new staff members from classroom to go live to academy.
* Contributing to the HR objective of reducing staff attrition, staff tenure, and the impact of new starters within the first 3 months.
* Proactively monitoring team and department performance against key performance Indicators and Service Level Agreements and supporting the team leader community to take appropriate action to remedy any negative trends.
* Challenging processes and procedures, identifying and implementing improvements to enhance the customer experience or improve operational efficiency.
* Championing clear communication by cascading company messages to agents, checking for understanding, and actively providing feedback to the customer service manager.
* Ensuring individuals and teams are compliant with all applicable policies, procedures, and role competency requirements while delivering fair outcomes for our customers.
* Acting as a role model and leading by example, advocating for Lantern's Behaviours, actively working within the ethos they set and encouraging the team to work at the same standard.
* Maintaining own mandatory training, product knowledge testing, and annual attestation requirements alongside assisting the Learning and Development team with new starters.
* Building effective relationships with other teams and departments, communicating all information clearly and in a timely manner.
* Assisting agents with account queries, liaising with relevant departments to resolve.
* Responding, handling, and recording appropriately escalated manager calls in line with Service Level Agreement and regulatory requirements.
* Supporting and covering for a team leader as needed.
* Working collaboratively with leaders and peers to plan, manage and optimise team capacity, deployment and activities to ensure we meet customer demand.
* Supporting Manager and peers, helping to embed change and best practices across the board.
* Creating an inclusive and caring environment where all agents feel welcomed, valued, and able to contribute as individuals. Ensuring everyone values differences and treats both colleagues and customers as individuals.
* Creating a culture where agents' morale and motivation is high throughout the team, making a difference together and delivering a consistent approach.
* Taking responsibility for risk and compliance within the remit of your role.
What You’ll Need
* Experience working within a regulated environment.
* Computer literate with knowledge of Excel, Word, and Outlook.
* Strong verbal and written communication skills.
* Good organisational, time management, and detail-oriented skills.
* Ability to work under time constraints and meet deadlines.
* Ability to develop employees through motivation, leadership, coaching, and training.
* PC literate.
* Ability to comply with organisation policies and procedures.
* Ability to effectively work with a variety of people from diverse backgrounds.
* Problem Solving and Decision Making skills.
* Ability to make fair, consistent, and objective judgments.
* Ability to work under pressure and make decisions.
Who are we?
We’re a market-leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We’re known for our empathetic and bespoke approach to all types of communications with our customers. Over the past 17 years, we’ve built a solid reputation we’re proud of and we’ve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.
We’re committed to equality, diversity, and inclusion so we’ll collect your data for monitoring purposes.
All offers of employment will be subject to satisfactory background checks, including but not limited to; employment references, a DBS (basic), and a credit file search. #J-18808-Ljbffr