Job Description
Job Title: Customer Support Specialist Coach\nLocation: Aldgate, City of London\nContract Type: Permanent\nWorking Pattern: Full Time ( 5 days onsite )\n\nAbout the Role:\nJoin our dynamic Contact Centre team as a Customer Support Specialist Coach. Reporting to the Contact Centre Operations Manager, you will play a crucial role in enhancing our customer service quality. You will provide real-time feedback, performance assessments, and best practises to empower our Customer Specialists in delivering exceptional service across multiple channels.
This position not only focuses on customer support but also offers a unique opportunity to develop your leadership skills with the guidance of the Operations Manager.\n\nAs a champion of our brand, you will support our specialists in addressing technical queries and ensuring a positive experience for our customers, especially when they seek compensation during financial crises. Your efforts will directly contribute to fostering public confidence in the financial services industry.\n\nKey Responsibilities:\n\nMaintain high levels of customer service through various channels, with success measured via CSAT surveys and team QA results.\nProvide on-the-spot coaching and real-time support for Customer Specialists.\nEnhance the knowledge and skills of specialists to ensure they effectively communicate and resolve customer inquiries via voice, chat, email, and letters.\nIdentify opportunities for improvement through comprehensive training on processes and products.\nUnderstand and manage customer vulnerability with sensitivity and empathy.\nDevelop leadership skills by deputising for the Contact Centre Operations Manager and supporting team members.\nAssist in addressing customer concerns, including managing escalations and complaints.\nCollaborate with QA to assess performance and implement necessary remedial actions based on feedback.\nWork with claims processing teams to ensure efficient servicing of customer claims and identify process improvement opportunities.\nAct as a positive role model for change and support contingency planning activities.\nShare your knowledge of financial services products and claims processes to help specialists and customers navigate their compensation claims effectively. \n\nSkills, Knowledge, and Experience Required:\n\nIn-depth understanding of FSCS rules, policies, and processes.\nTechnical knowledge of claims assessment and deposits processes.\nAbility to communicate complex information clearly and effectively to various stakeholders.\nPrevious experience in financial services, particularly in customer service and coaching roles.\nStrong analytical thinking and the ability to make sound judgments.\nProactive approach with a focus on delivering service excellence and embracing change.
\n\nPersonal Attributes:\n\nDemonstrated leadership and motivational skills.\nAbility to build strong relationships with colleagues and engage in effective two-way communication.\nOpenness to new opportunities and a commitment to personal development. \n\nPontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace.
We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.\n\nAdecco 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.\n\nBy applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser