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- Tasks: Coach and train teams to ensure top-notch customer service and compliance.
- Company: A historic company with over 175 years of innovation in finance.
- Benefits: Flexible working arrangements, workplace accommodations, and a supportive culture.
- Other info: Join a collaborative team focused on continuous improvement and career growth.
- Why this job: Make a real difference in customer experiences while developing your coaching skills.
- Qualifications: Experience in customer service and a passion for coaching others.
The predicted salary is between 30000 - 40000 £ 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 | Stirling, 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 | Stirling, UK
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role at their company.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer outcomes and coaching. We recommend using the STAR method to structure your answers, showcasing your skills and experiences effectively.
✨Tip Number 3
Showcase your passion for continuous improvement! Be ready to discuss how you've implemented changes in previous roles that led to better customer outcomes. This will resonate well with the values of the company.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, making it easier for us to connect.
We think you need these skills to ace Customer Outcomes Assurance Coach | Stirling, 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 roles that illustrate how you've successfully coached others or improved customer outcomes. We love seeing real-life applications of your talents.
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 service 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, dive deep into the company's history, values, and mission. Understand their approach to customer outcomes and how they integrate asset management and insurance expertise. This will not only impress your interviewers but also help you align your answers with their core principles.
✨Showcase Your Coaching Skills
Since the role involves delivering coaching sessions, be prepared to discuss your previous experiences in coaching or training others. Bring examples of how you've successfully improved team performance or customer interactions. Highlight any recognised coaching models you’ve used and how they’ve made a difference.
✨Prepare for Quality Assurance Questions
Expect questions around quality assurance and compliance. Brush up on FCA and FOS standards, and think about how you would conduct audits or reviews. Be ready to share your thoughts on maintaining high-quality customer interactions and how you would handle discrepancies.
✨Emphasise Continuous Improvement
The company values a culture of continuous improvement, so come armed with ideas on how to foster this within a team. Think about past experiences where you identified areas for improvement and how you implemented changes. Show that you’re proactive and committed to enhancing customer outcomes.