Operational Coach Leeds, LS1
Please ensure you read the below overview and requirements for this employment opportunity completely.
£ 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
Are you an existing Coach or Trainer looking for a new opportunity within a growing organisation? We are looking for an ambitious Operations Trainer to join our Learning & Development team in Leeds City Centre.
Your new role
As a Lantern Operational Coach, you will:
Deliver training to new joiners in the Contact Centre, focused on regulatory compliance and fair customer outcomes
Upskill existing employees to ensure that customer experiences are quality focused
Deliver side by side coaching, once new joiners are live on calls
Monitor calls to ensure colleagues are adhering to consumer duty and client requirements
Deliver engaging and easy to understand systems and process training to ensure our agents comply with internal compliance
Provide regular feedback to new agents, identifying additional individual training needs and create a plan to improve performance
You will already have the following skills:
You will have operated in a Contact Centre environment or delivered training for agents within a Contact Centre
Comfortable with delivering to large groups
Experienced in delivering systems and process training -ideally AI led customer journey systems such as Puzzel and ORCA
Experienced in understanding regulatory environments, preferably within a financial services firm
Who are we?
Were a market leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. Were known for our empathetic and bespoke approach to all types of communications with our customers. Over the past 17 years, weve built a solid reputation were proud of and weve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.
Were committed to equality, diversity and inclusion so well 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.
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