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Client:
Close Brothers Group
Location:
Doncaster, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
08a4ba1cd341
Job Views:
6
Posted:
18.02.2025
Expiry Date:
04.04.2025
Job Description:
OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
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.
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.
* Attend leadership meetings 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.
* 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.
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us or request a call back.
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.
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