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
At J.P. Morgan, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through comprehensive training programs and the use of cutting-edge AI tools, ensuring you have the resources to excel in your role as a Software Engineer II. Located in a vibrant financial hub, we provide a diverse and inclusive environment where every team member's contributions are valued, making it an ideal place for those seeking meaningful and rewarding careers.
