At a Glance
- Tasks: Coach and support call centre agents to deliver top-notch customer service.
- Company: Join a leading life and pensions provider with a focus on excellence.
- Benefits: Competitive daily rate, full-time hours, and a supportive team environment.
- Other info: Opportunity for growth in a dynamic and rewarding role.
- Why this job: Make a real difference by enhancing customer experiences and agent confidence.
- Qualifications: Experience in call centre management and coaching, with strong communication skills.
The predicted salary is between 63000 - 63000 £ per year.
We are looking for a motivating call centre coach with a passion for coaching and supporting call agents to provide customer service excellence.
As a Call Centre Coach you will be responsible for supporting contact centre teams within a busy life and pensions provider.
Your objective will be improving customer outcomes by providing real-time support, guidance and coaching to customer service agents during live customer interactions.
The successful candidate will work closely with advisors to ensure accurate information is provided to customers, regulatory requirements are met and customer experiences are consistently improved.
Through live call listening, side-by-side coaching, knowledge sharing and performance support, to help increase agent confidence, competence and overall service quality.
What you’ll be doing
- Providing real time support to call centre agents and supporting with escalations.
- Monitoring and listening to live customer calls to identify coaching opportunities.
- Ensuring customers receive accurate, clear and compliant information.
- Supporting with escalated queries to reduce service complaints.
- Working with team leaders and quality assurance teams to spot trends and coaching opportunities based on collated feedback.
- Improving customer response times and experience quality.
What we’d like to see from your application
- Previous experience in a call centre providing management and coaching.
- Experience handling complex complaint escalations and supporting vulnerable customers.
- Understanding of FCA regulations, customer duty and fraud awareness.
- Great communication, negotiation and problem solving skills.
- A working knowledge of pensions and life products would be advantageous.
Location
Basingstoke full time in office.
The rate on offer
£350 per day gross via umbrella.
Hours
37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.
Duration
6 months initially.
Training
2-4 weeks.
Customer Service Training Manager in Southampton employer: Hazell Carr
Join a dynamic team in Basingstoke where your passion for coaching can truly shine. As a Customer Service Training Manager, you'll benefit from a supportive work culture that prioritises employee growth and development, offering you the chance to enhance your skills while making a meaningful impact on customer service excellence. With a focus on collaboration and continuous improvement, this role provides a unique opportunity to thrive in a fast-paced environment dedicated to delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Training Manager in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hazell Carr. 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 Hazell Carr 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 Training Manager in Southampton
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 Hazell Carr:Your cover letter is your chance to shine! Tell us why you want to work at Hazell Carr 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 Hazell Carr!
How to prepare for a job interview at Hazell Carr
✨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.
