Quality Performance Coach

SNG (Sovereign Network Group) provides over 85,000 homes and invests in communities across London and the South of England – our purpose is to provide quality affordable homes and places that people love for generations. We have a new opportunity for a Quality Performance Coach to join our Property Services team on a full-time, permanent basis. The role can be based from any of our office locations, with the flexibility of working from home. The role will require travelling to various office locations, which is an essential part of the position.

The Role

• You will ensure the quality of our customer service outcomes meets customers’ expectations by providing constructive and engaging quality monitoring and feedback to colleagues.
• Help develop a highly effective quality monitoring framework that demonstrates best practice from an industry and a wider sector perspective.
• The role will be responsible for maintaining high data quality in our customer domain, in Uniclass and other relevant systems.
• Ensure that data is held centrally for full transparency and that suitable contract arrangements are in place for the continued management of all compliance elements within your defined areas.
• Ensuring consistent, high-quality operational delivery by maintaining accurate and up-to-date knowledge resources, supporting effective onboarding, and embedding best practice across teams.

Key Responsibilities

• A genuine focus on delivering the best outcome for our customers.
• Maintain the Knowledge Bank and Onboarding Passport, share process updates with the team, complete quality checks on work, and review feedback and performance information.
• Investigate cases that fall outside targets, complete reports and spot checks, and help ensure data is accurate and procedures are followed.
• Support new OSCs during onboarding and provide regular coaching and guidance to OSCs and OSTMs to help them follow best practice, build confidence using different channels, and deliver a positive customer experience.
• Monitor and evaluate a representative sample of customers’ job journey each month, across all channels to provide an overall assessment of customer service quality provided to our customers.
• Update systems with the outcome of quality assessments along with any supporting notes for feedback, tracking, and reporting purposes.
• Provide support and coaching to the OSC/OSTMs/Property Services to improve their knowledge and overall experience they provide to customers.
• Provide timely, up-to-date feedback to Team/Operations Support Managers about performance trends or changes to processes, and embed a standardised approach to achieve the contact vision.

What we look for

• Confidence in using several different computer systems.
• Effective decision-making skills and the ability to prioritise a busy workload.
• The ability to positively connect with both internal and external stakeholders.
• Knowledge of methods to monitor the quality of data and identify issues (e.g. reconciliations).
• Ability to validate, impact assess and escalate data issues as required.
• Confident in presenting information clearly and effectively to a range of audiences.
• Developed coaching skills to inspire others to optimise performance and ‘do the right thing’ for our customers.

Job Description

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/paternity/adoption pay.
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.