At a Glance
- Tasks: Coach and develop our Client Service Associates to deliver top-notch customer service.
- Company: Join JPMorgan, a leading digital wealth manager with a start-up vibe.
- Benefits: Competitive salary, career growth, and a chance to make a real impact.
- Other info: Dynamic environment with opportunities for continuous improvement and innovation.
- Why this job: Be part of a mission to disrupt the financial services market ethically.
- Qualifications: Experience in investments and strong communication skills are a must.
The predicted salary is between 35000 - 45000 £ 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 J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.
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
Customer Service Quality Control & Performance Coach in Edinburgh employer: JPMorganChase
JPMorganChase is an exceptional employer, offering a dynamic work environment in Greater London where innovation thrives. With a strong commitment to diversity and inclusion, employees benefit from collaborative agile teams, extensive professional development opportunities, and the chance to work on cutting-edge technology products that shape the future of finance. Join us to be part of a culture that values your contributions and supports your growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Quality Control & Performance Coach in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JPMorganChase. 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 JPMorganChase 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 in Edinburgh
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 JPMorganChase:Your cover letter is your chance to shine! Tell us why you want to work at JPMorganChase 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 JPMorganChase!
How to prepare for a job interview at JPMorganChase
✨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.
