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- Tasks: Coach and train teams to ensure top-notch customer service and compliance.
- Company: A leading financial services firm with a rich history and innovative culture.
- Benefits: Flexible working arrangements, supportive environment, and career development opportunities.
- Other info: Join a collaborative team dedicated to excellence and integrity.
- Why this job: Make a real difference in customer experiences while growing your skills.
- Qualifications: Experience in coaching, customer service, and a passion for continuous improvement.
The predicted salary is between 35000 - 45000 £ per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G's values and HR policies.
The role holder's responsibilities:
- Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models.
- Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling.
- Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards.
- Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
- Perform root cause and trend analysis to identify areas for improvement.
Customer Outcomes Assurance Coach | Edinburgh, UK employer: M&G plc
Contact Detail:
M&G plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Assurance Coach | Edinburgh, UK
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer outcomes and think about how your skills align with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your coaching techniques! Since the role involves delivering training and quality assurance, be ready to showcase your coaching style during interviews. Maybe even prepare a mini-session to demonstrate your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Customer Outcomes Assurance Coach | Edinburgh, UK
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Outcomes Assurance Coach role. Highlight your relevant experience in coaching, quality assurance, and customer service to show us you’re the perfect fit!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the responsibilities mentioned in the job description. We love seeing how you’ve made a difference in previous roles.
Be Authentic: Let your personality shine through in your application. We value integrity and authenticity, so don’t be afraid to share your passion for customer outcomes and continuous improvement. It helps us get to know the real you!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at M&G plc
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their history, values, and the specific role of a Customer Outcomes Assurance Coach. This will not only help you answer questions more effectively but also show your genuine interest in the position.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you would handle specific situations related to customer complaints and coaching. Think of examples from your past experiences where you successfully resolved issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Coaching Skills
Since the role involves coaching and training, be ready to discuss your coaching philosophy and techniques. Prepare to share examples of how you've developed others' skills in previous roles, and highlight any recognised coaching models you’re familiar with.
✨Emphasise Continuous Improvement
The company values a culture of continuous improvement, so be prepared to talk about how you’ve contributed to this in your previous roles. Discuss any initiatives you’ve led or participated in that enhanced customer outcomes or team performance, and how you measure success.