Customer Contact Coach - Fixed Term - 12 months

Customer Contact Coach – Fixed Term – 12 months

£35,422 per annum

Head Office – Didsbury

12 month contract- fulltime

Customer Contact Team Coach

Why are you here ?

The Customer Contact Coach will play an integral role in developing the local knowledge and skills of the Customer Hub colleagues, supporting the growth and capability of our 'Hub’ colleagues through coaching, training, mentoring and quality assurance and monitoring reviews. You will work closely with the Customer Contact Team Managers and will have direct links with our Learning and Development Team to ensure that we deliver services in line with our customer experience principles .

What you’ll be doing

• Lead and develop the core parts of the Hub local induction for new starters
• Support Customer Contact Team Managers in the development, coaching and performance of the Hub both the team as a whole and individuals
• Train or/and coach out new initiatives within the Hub whether it’s a new process, system, ways of working or a business area wide communication brief with the support of the relevant subject matter expert
• Help embed the learning or/and communications from various project workstreams, helping ensure the information lands effectively into the 'Hub’ and continuously support the smooth transition from projects to the 'Hub’ business as usual environment
• Support the delivery and action learning of other core customer experience learning programmes , which may involve delivery and support to areas of the business outside the Customer Hub when necessary
• Co-design any local initiatives along with the management team. Scope and design a quality assurance approach for contact monitoring from all mediums to ensure regulated expectations and the best customer experience is delivered
• Support the delivery of the GREAT Conversations programme – this is Great Places’ own communication programme which supports colleagues to build trust and connection with their customers and colleagues
• Collaborate with the People Development central team for your own professional development in learning and to ensure that the Hub learning aligns with the People Strategy Growing and Developing deliverables
• You’ll work part of the week in the office and part from home to work in line with the needs of the team

What you’ll need

• Facilitation and coaching experience

• Exposure to a customer experience environment
• Learning design and process design experience
• Educated to degree level or equivalent or work experience demonstrating graduate level ability;
• Experience of developing and delivering training to a range of different colleague groups;
• Experience of cross organisational working and engaging stakeholders;
• Data analysis and report writing;
• Use of full range of Microsoft Office.
• Collaborate with the People Development central team for your own professional development in learning and to ensure that the Hub learning aligns with the People Strategy Growing and Developing deliverables

What we give you in return for your hard work and commitment

• Pension¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• WPA¦ Healthcare auto enrolled at no contribution level with £1250 of savings available – option to increase & add family members
• Annual leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
• Professional fees ¦ The business pays the cost of one professional membership fee for each colleague
• The Market Place¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Health and wellbeing initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing