At a Glance
- Tasks: Coach and develop a team to deliver exceptional customer service and quality.
- Company: Join a friendly and supportive team at Direct Accident Management Services.
- Benefits: 22 days holiday, your birthday off, and a positive work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Experience in customer service, coaching, and quality assurance required.
The predicted salary is between 30000 - 40000 € per year.
DAMS offers a great opportunity for your career progression. A very friendly and supportive team.
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
Customer Experience & Quality Coach in Skelmersdale 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 opportunities for professional development through structured coaching and recognition of achievements. Located in a vibrant area, we offer a competitive benefits package, including generous holiday allowances and a culture that values positivity and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Coach in Skelmersdale
✨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 lookout 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 interviews by practising common questions related to customer experience and quality coaching. Think about your past experiences and how they align with what DAMS is looking for. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your passion! When you get the chance to chat with potential employers, let your enthusiasm for delivering high-quality service and supporting team members come through. It’s all about that positive energy!
✨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 our friendly and supportive team at DAMS.
We think you need these skills to ace Customer Experience & Quality Coach in Skelmersdale
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:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our 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 post-accident. This will help you align your answers with their mission and show that you're genuinely interested in the role.
✨Showcase Your Empathy
As a Customer Experience & Quality Coach, empathy is key. Prepare examples from your past experiences where you've demonstrated understanding and compassion towards customers. This will highlight your ability to connect with clients and improve their experience.
✨Prepare for Role-Specific Scenarios
Think about potential scenarios you might face in this role, such as handling difficult calls or providing feedback to team members. Practise your responses to these situations, focusing on how you would maintain high service standards and support your colleagues.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team's current challenges or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
