At a Glance
- Tasks: Coach and support a team to deliver exceptional customer experiences.
- Company: Join a friendly and supportive team at Direct Accident Management Services.
- Benefits: Enjoy 22 days holiday, your birthday off, and comprehensive health benefits.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in clients' lives while developing your career.
- Qualifications: Experience in customer service, coaching, and quality assurance is essential.
The predicted salary is between 30000 - 40000 € per year.
DAMS offers a great opportunity for your career progression. A very friendly and supportive team. 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:
- 22 days holiday + your Birthday off + plus 8 bank holidays.
- Income protection, dental plan, critical illness cover & death in service cover.
- Employee Assistant Programme.
- Free onsite parking.
- The opportunity to develop a rewarding and successful career.
Customer Experience & Quality Coach employer: Directaccident
At DAMS, we pride ourselves on fostering a friendly and supportive work environment that prioritises employee growth and career progression. As a Customer Experience & Quality Coach, you will be part of a dedicated team committed to delivering exceptional service, with access to comprehensive benefits including generous holiday allowances, income protection, and professional development opportunities. Join us in making a meaningful impact while enjoying a positive workplace culture that values your contributions and encourages personal and professional success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Coach
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Experience & Quality Coach role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially around customer service excellence. Think about how your experience aligns with their mission and be ready to share specific examples of your coaching and quality assurance successes.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your thoughts clearly and confidently, especially when discussing your approach to improving customer interactions and team performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our friendly and supportive team at DAMS!
We think you need these skills to ace Customer Experience & Quality Coach
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about providing a top-notch experience for clients, so share any relevant experiences that highlight your passion.
Tailor Your CV:Make sure your CV is tailored to the role of Customer Experience & Quality Coach. Highlight your experience in quality assurance and coaching, and don’t forget to mention any specific achievements that demonstrate your ability to improve service standards.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen to join our friendly team!
How to prepare for a job interview at Directaccident
✨Know the Company Inside Out
Before your interview, take some time to research Direct Accident and their approach to customer service. Understand their values and how they support clients after road traffic accidents. This will help you align your answers with their mission and show that you're genuinely interested 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. This will highlight your skills and fit for the role.
✨Emphasise Empathy and Communication
Given the nature of the job, it's crucial to convey your empathetic approach to customer interactions. Be ready to discuss how you build rapport with clients and handle difficult situations. Use specific examples to illustrate your communication style and how it leads to positive outcomes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you would handle specific customer service scenarios. Think about potential challenges you might face in this role and prepare thoughtful responses that showcase your critical thinking and commitment to quality service.
