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- Tasks: Coach and train teams to ensure top-notch customer service and compliance.
- Company: Join M&G plc, a leader in savings and investments with over 175 years of innovation.
- Benefits: Flexible working arrangements, workplace accommodations, and a supportive culture.
- Other info: Be part of a collaborative team focused on continuous growth and excellence.
- Why this job: Make a real difference in customer experiences while developing your coaching skills.
- Qualifications: Experience in customer service and a passion for coaching and improvement.
The predicted salary is between 40000 - 50000 £ per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G's values and HR policies.
Main responsibilities:
- Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models.
- Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling.
- Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards.
- Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
- Perform root cause and trend analysis to identify areas for improvement.
Customer Outcomes Assurance Coach - M&G plc. in Stirling employer: eFinancialCareers
Contact Detail:
eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Assurance Coach - M&G plc. in Stirling
✨Tip Number 1
Get to know the company inside out! Research M&G plc's values, history, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your coaching skills! Since the role involves delivering structured coaching sessions, think about how you can demonstrate your ability to train and support others during interviews. Maybe even prepare a mini-coaching session to showcase your style.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you tips on what to highlight during your interview.
✨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 serious about joining the team at M&G plc.
We think you need these skills to ace Customer Outcomes Assurance Coach - M&G plc. in Stirling
Some tips for your application 🫡
Show Your Passion for Customer Outcomes: When writing your application, let your enthusiasm for delivering exceptional customer outcomes shine through. We want to see how you can contribute to our mission of providing real confidence in financial solutions.
Highlight Your Coaching Experience: Make sure to emphasise any coaching or training experience you have. We’re looking for someone who can foster a culture of continuous improvement, so share examples of how you've helped others develop their skills.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon where possible. 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 the role. Plus, it shows you’re keen on joining our team at M&G.
How to prepare for a job interview at eFinancialCareers
✨Know Your Stuff
Make sure you understand M&G's history and values, especially their commitment to customer outcomes. Brush up on their products and services, as well as the regulatory environment they operate in. This will show that you're genuinely interested and prepared.
✨Showcase Your Coaching Skills
Since the role involves coaching and training, be ready to discuss your previous experiences in these areas. Prepare examples of how you've successfully coached others or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
M&G values a culture of continuous improvement, so think about how you can demonstrate this in your interview. Share specific instances where you've identified areas for improvement and implemented changes that led to better outcomes, whether in customer service or team performance.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about their coaching models, how they measure success in customer outcomes, or what challenges the team currently faces. This shows your engagement and eagerness to contribute.