At a Glance
- Tasks: Coach and develop Client Service Associates to deliver exceptional customer service.
- Company: Join J.P. Morgan, a leader in financial services with a start-up vibe.
- Benefits: Competitive salary, diverse work environment, and opportunities for growth.
- Other info: Be part of a dynamic team focused on innovation and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences in digital wealth management.
- Qualifications: Experience in investments and strong communication skills required.
The predicted salary is between 60000 - 72000 £ per year.
JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support.
As a Quality Coach in JPMorgan Personal Investing Client Service, you help develop our front‑line Client Service Associates through structured, timely coaching and feedback. You review client interactions across phone, chat, and email (both retrospective and real‑time) to help ensure clients receive clear, consistent, and high‑quality outcomes. You balance client experience priorities with regulatory and operational requirements, using sound judgment and attention to detail. You also contribute to continuous improvement initiatives that strengthen how we coach, deliver service, and grow our business.
Job responsibilities:
- Support, motivate and develop our team in delivering an exceptional service standard
- Proactively contribute to the review and improvement of coaching frameworks, processes and procedures within the operation
- Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives
- Keep fully up-to-date with training or any enhancements that directly impact how we do our job
- Keep informed of and apply any changes to processes, procedures and regulatory change
- Achieve the best out of each individual and create a winning environment by regularly providing positive praise and recognition of individual/team success
- Work with development plans, owning content and updates that track the learners journey
- Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management
- Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm
Required qualifications, skills and capabilities:
- Experience with investments, ISA's and pensions
- Experience working with Salesforce
- Strong verbal and written communication skills with ability to influence others
- Excellent analytical and research skills, detail oriented.
- Ability to deep‑dive and investigate issues to reach a successful resolution to applicable parties
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
Customer Service Quality Control & Performance Coach employer: Fairygodboss
ADP is an exceptional employer that prioritises a hybrid work culture, allowing Business Security Analysts to balance their professional and personal lives effectively. With a strong commitment to employee growth, ADP offers extensive training and development opportunities, fostering a diverse and inclusive environment where every associate can thrive. Located in vibrant cities across the UK, employees benefit from a collaborative atmosphere that encourages innovation and positions security as a key differentiator in the market.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Quality Control & Performance Coach
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fairygodboss. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fairygodboss before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Quality Control & Performance Coach
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fairygodboss:Your cover letter is your chance to shine! Tell us why you want to work at Fairygodboss specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fairygodboss!
How to prepare for a job interview at Fairygodboss
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
