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 health benefits.
- Other info: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Make a real difference in customer experiences while developing your career.
- Qualifications: Experience in quality assurance or customer service coaching is essential.
The predicted salary is between 30000 - 40000 £ per year.
Permanent | Full Time Monday to Friday
Location: Burscough, Ormskirk
Salary: Competitive
Contract Type: Permanent
Direct Accident was formed in 1996 to assist clients who had been involved in road traffic accidents caused by another party. Over the years, 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 passionate about the work they do, the service they provide, and getting the best results for their clients. We are looking for a positive, energetic, and enthusiastic problem solver who can work as part of a tight team and use their own initiative. You will be responsible for ensuring that you provide an excellent service to stakeholders and that everyone has a positive experience by delivering an outstanding service.
Responsibilities
- Call Monitoring & Quality Review – conduct 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 – provide 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 – monitor individual and team performance metrics, recognise achievements, reinforce positive behaviours, and ensure targets, KPIs and service levels are consistently met.
- Quality Assurance & Continuous Improvement – analyse trends, identify process gaps, recommend improvements, and implement 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
- A competitive salary.
- 22 days holiday + your birthday off + 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.
For further enquiries relating to this vacancy please contact: SJowett@bondturner.com
Customer Experience & Quality Coach employer: DAMS
At Direct Accident, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture in the heart of Burscough, Ormskirk. Our commitment to employee growth is evident through structured coaching and development opportunities, alongside a competitive salary and comprehensive benefits package, including generous holiday allowances and health coverage. Join us to make a meaningful impact while enjoying a fulfilling career in a company that values compassion and excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Coach
✨Tip Number 1
Get to know the company! Research Direct Accident and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Experience & Quality Coach, you'll need to demonstrate exceptional interpersonal abilities. Role-play common interview scenarios with a friend or use online resources to boost your confidence.
✨Tip Number 3
Prepare examples of your past experiences! Think of specific situations where you've improved customer service or coached a team member. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Don't forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. This shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience & Quality Coach
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience & Quality Coach role. Highlight your relevant experience in quality assurance and customer service, showing us how you can bring value to our team.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles where you've successfully coached or improved customer interactions. We love seeing how you’ve made a difference!
Be Authentic:Let your personality shine through in your application. We’re looking for someone positive and enthusiastic, so don’t be afraid to show us your passion for customer service and coaching.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at DAMS
✨Know the Company Inside Out
Before your interview, take some time to research Direct Accident. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Coaching Skills
As a Customer Experience & Quality Coach, you'll need to demonstrate your ability to provide constructive feedback and support team members. Prepare examples from your past experiences where you've successfully coached someone or improved a process, highlighting the positive outcomes.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer service approach. Think of specific situations where you had to handle difficult customers or improve service quality, and be ready to discuss how you managed those challenges.
✨Emphasise Your Attention to Detail
Given the importance of quality assurance in this role, be prepared to discuss how you ensure accuracy and compliance in your work. Share examples of how your attention to detail has led to improved performance metrics or enhanced customer satisfaction.
