Customer Services Team Coach

FJA are working with a leading service provider who are based in the Eccles area.  We are recruiting for a Customer Services Team Coach who has experience of working in a busy, reactive environment.
 
This is a fantastic opportunity to be part of an already successful business who offer exciting and dynamic career opportunities.
 
The role could become permanent for the right candidate.
 
Main Duties:
To provide excellent customer service to both clients and our internal network if call handling or scheduling.
To coach and champion a team to exceed KPIs and Customer Satisfaction – a subject matter expert who leads by example in all duties.
To support staff in absence of the Team Leader.
 
Responsibilities:
Reporting to the Team Leader– to support delivering business targets by ensuring new recruits and existing staff are coached to exceed standards.
 
To fill in in the absence of the Team Leader – being the go to person for the team.
 
Develop and review, training material, methods to ensure OOH teams are equipped to carry out the role (call handler /scheduling) and any changes to process/ways of working /systems.

To identify areas of improvement and coach staff on aspects of call quality, process, client knowledge, scheduling, systems.
 
To work on adhoc projects as directed by the Customer Service Manager.
 
Working closely with the Depot Network in ensuring:

• Feedback about individuals is received and acted upon.
• Share feedback regarding engineers with diplomacy
• No loss of revenue - Jobs are dealt with correctly out of hours – so drainage and water jobs are identified and logged correctly with no loss of revenue for the depot due to wasted visits.
• Process for scheduling staff is regularly reviewed
• Hand-over processes are fit for purpose

Please note : Free onsite parking is available
 
If you are interested in the above Customer Services Team Coach vacancy then click on the 'applynow’ button.
 
Due to the high volume of applications we receive we are not always able to reply to all applications. If you haven’t heard back from us within 2 weeks, then please accept that your application has been unsuccessful for the role we currently have advertised.
 
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
 
Finlay Jude Associates Ltd acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.