At a Glance
- Tasks: Coach and support team members to deliver exceptional customer service.
- Company: Join a compassionate team at Direct Accident, helping clients since 1996.
- Benefits: Competitive salary, 22 days holiday plus birthday off, and comprehensive health plans.
- Other info: Enjoy a supportive work environment with opportunities for career growth.
- Why this job: Make a real difference in customer experiences while developing your coaching skills.
- 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 in Skelmersdale employer: DAMS
Direct Accident is an exceptional employer located in Burscough, Ormskirk, offering a supportive and collaborative work environment where employees are valued and encouraged to grow. With a focus on quality coaching and customer experience, the company provides comprehensive benefits including a competitive salary, generous holiday allowance, and various health protections, ensuring that team members can thrive both personally and professionally. Join us to be part of a dedicated team that prioritises excellence and compassion in service delivery, making a meaningful impact in the lives of our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Coach in Skelmersdale
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain why you're the perfect fit for the Customer Experience & Quality Coach role. Highlight your experience in quality assurance and coaching, and how you can enhance their customer service.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Customer Experience & Quality Coach in Skelmersdale
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Experience & Quality Coach role. Highlight any relevant coaching or quality assurance experience, and don’t forget to sprinkle in some examples of how you've delivered exceptional customer service.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our team. Be genuine and let your personality come through – we love a bit of enthusiasm!
Showcase Your Communication Skills:As a Customer Experience & Quality Coach, communication is key. In your application, demonstrate your ability to convey ideas clearly and effectively. Whether it's through your writing style or examples of past interactions, make sure we see your strong interpersonal skills.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you get the best chance to showcase your talents. Plus, it’s super easy!
How to prepare for a job interview at DAMS
✨Know the Company Inside Out
Before your interview, make sure you research Direct Accident thoroughly. 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 your impact on customer service.
✨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 navigated those challenges.
✨Emphasise Your Communication Skills
Exceptional communication is key in this role. Be prepared to discuss how you build rapport with team members and clients. Use examples that showcase your interpersonal skills and your ability to influence positively, as this will resonate well with the interviewers.
