At a Glance
- Tasks: Coach and support team members to deliver exceptional customer service.
- Company: Join a compassionate team at Direct Accident, helping clients post-accident.
- Benefits: Competitive salary, 22 days holiday plus your birthday off, and great health benefits.
- Other info: Enjoy a positive work environment with opportunities for personal growth.
- Why this job: Make a real difference in customer experiences while developing your career.
- Qualifications: Experience in customer service, coaching, and quality assurance is essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Burscough, Ormskirk
Salary: Competitive
Contract Type: Permanent
Position Type: Full Time Monday to Friday
Direct Accident was formed in 1996 to assist clients who had been involved in road traffic accidents caused by another party. In that time, we have helped thousands of clients by taking away the worry and inconvenience that inevitably result from an accident caused by somebody else.
We are seeking an experienced and empathetic Customer Experience & Quality Coach to support the standard of customer interactions across our business. This role will play an important part in ensuring our customers receive consistently high-quality, professional, and compassionate service. This is an exciting opportunity for someone who is passionate about the work they do, the service they provide and getting the best results for their clients. We are looking for someone who is positive, energetic and enthusiastic, a problem solver and someone who can work as part of a tight team and using their own initiative. You will be responsible for ensuring that you provide an excellent service to your stakeholders and ensure that everyone has a positive experience by delivering an outstanding service.
Responsibilities To Include:
- Call Monitoring & Quality Review — conducting regular call audits to assess service standards, identify strengths and development areas, ensure compliance with internal processes, and maintain a consistent customer experience across the team.
- Coaching & Development — providing structured feedback, one‑to‑one coaching sessions and ongoing support to help team members improve performance, build confidence and develop the skills needed to deliver high‑quality outcomes.
- Recognition & Performance Tracking — monitoring individual and team performance metrics, recognising achievements, reinforcing positive behaviours and ensuring targets, KPIs and service levels are consistently met.
- Quality Assurance & Continuous Improvement — analysing trends, identifying process gaps, recommending improvements and implementing best‑practice initiatives to enhance efficiency, accuracy and overall service delivery.
About You:
- Experience in quality assurance, call coaching, customer experience or training, with the ability to assess performance and drive service standards.
- Strong understanding of customer service excellence and how to embed best practice across teams.
- Exceptional communication and interpersonal skills, with the ability to build rapport and influence positively.
- Skilled in delivering constructive, motivating and supportive feedback that encourages improvement.
- Highly organised with strong attention to detail and accurate record‑keeping to support compliance and performance tracking.
What We Offer In Return:
- A competitive salary.
- 22 days holiday + your Birthday off + plus 8 bank holidays.
- Income protection, dental plan, critical illness cover & death in service cover.
- Employee Assistant Programme.
- Workplace pension scheme.
- Free onsite parking.
- The opportunity to develop a rewarding and successful career.
Customer Experience & Quality Coach in Burscough employer: DAMS
Direct Accident is an excellent employer that prioritises the well-being and development of its employees, offering a supportive work culture where compassion and professionalism are at the forefront. Located in the vibrant area of Burscough/Ormskirk, employees benefit from a permanent, full-time position with a competitive salary and a comprehensive benefits package, alongside ample opportunities for personal and professional growth within the company. Join us to make a meaningful impact on customer experiences while thriving in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Coach in Burscough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DAMS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DAMS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Quality Coach in Burscough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DAMS:Your cover letter is your chance to shine! Tell us why you want to work at DAMS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DAMS!
How to prepare for a job interview at DAMS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
