Customer Services Quality Coach in Norwich

About the Role

Servaada, a Wipro company, is looking for a Customer Services Quality Coach with previous experience in customer and client services. This is a new role which will be at the heart of the growth agenda for the organisation. You will be the custodian of quality customer outcomes, by reviewing in line with the quality framework the outcomes/communications delivered to our customers, providing good quality feedback and proactive coaching and the promotion of ownership to continually improve customer satisfaction. As a Customer Services Quality Coach, you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve. This is a permanent role, and an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

Responsibilities

• Check the quality and accuracy of customer response in line with the quality framework and in a timely manner in line with SLA’s, approving, or rejecting this work depending on its fitness for purpose, accuracy, and compliance both with external regulations and internal process rules, considering the whole customer journey to date, including any need for urgency or solutions to cater for vulnerability.
• Complete telephone call critiquing to the agreed quality framework standards, providing coaching and feedback where required to ensure customer outcomes are continually improved and colleague competency meets the needs of our customer requests.
• Coach and support customer service colleagues in the completion of good quality, compliant customer outcomes via the customer channel of choice, targeting any areas for training or improvement and ensuring accurate information is input and maintained on the administration system.
• Support coaching of new recruits into either the company or the team - in how to deliver service excellence and support in their learning and development by sharing knowledge and best practice.
• Identify trends revealed from quality checks, breaches and complaints and recommend to the team leader and process owner, ways to improve quality at individual team member level and at process level.
• Authorise contractual policy transactions, in line with our Company Authority Database, demonstrating segregation of duty and quality feedback where errors are made.
• Improve quality outcomes for customers and colleagues across the teams you check, through active feedback and coaching.
• Complete all quality control activity in an efficient manner in line with operational effectiveness expectations.
• Provide quality of feedback (where required) to individuals, in terms of factual correctness, skills applied and thoughtfulness of the right outcome for each Customer.
• Audit outcomes and promote improvement suggestions and recommendations.
• Monitor escalation rate of referrals from other team members to help conclude calls or complete administration – this rate should reduce over time as knowledge increases for a given population of customer service representatives.
• Ensure compliance with procedure change control, T&C, behaviour & competency framework, and all external regulations.
• Demonstrate aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships.
• Check accuracy and attention to detail and maintain consistent quality over a sustained duration.
• Work under time and quality constraints.
• Adapt to change and impart through feedback and coaching, key learns and recommendations to change practice or improve competence.
• Exhibit good interpersonal and communication skills with a flexible style to cater for different colleague needs.
• Show self-motivation, self-awareness, and positivity so that all team members always see a role model.
• Utilise judgement skills in identifying, interpreting, and scoping problems and improvement opportunities.
• Demonstrate computer literacy and willingness to learn new systems and technologies.
• Have experience of working in a financial services company.
• Possess thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles.
• Have experience of working in a customer services environment.
• Understand regulatory and legislative requirements pertaining to Life and Pensions.
• Any further business-related experience or higher education qualifications will be an advantage though not essential.
• Any coaching skills or qualifications would be preferable though not essential.
• CII (Chartered Insurance Institute) learning, and experience undertaken or in progress.

Personal Attributes

• Highly organised with the ability to manage multiple tasks and deadlines effectively.
• Strong attention to detail, ensuring accuracy in all client documentation and communications.
• Proactive and self‑motivated, able to anticipate needs and take initiative without constant direction.
• Resilient and adaptable, able to remain calm and composed when handling competing priorities.
• Team-oriented, contributing positively to collaborative working environments.
• Problem-solving attitude, able to identify issues quickly and offer practical solutions.

Application of Individual Conduct Rules

• Must act with integrity.
• Must act with due skill, care and diligence.
• Must be open and cooperative with the FCA and other regulators.
• Must pay due regard to the interests of customers and treat them fairly.
• Must observe proper standards of market conduct.

Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.