Learning and Development Coach

The role is within the Customer Service Department and will be reporting to the Learning and Development Manager.

This role is ideal for someone with the ability to develop, motivate and drive our CS advisors through coaching techniques and L&D interventions. Coaching and mentoring plus team development will come natural to you. The role will require you to be meticulous in defining key performance gaps and development needs and translating these into practical solutions. You will be working with a number of stakeholders in the business to identify skill gapsand continuously improve the leadership and delivery of the customer experience.

Responsibilities:
•To work closely with the Learning and Development Manager to ensure that key knowledge gaps across the agent population are analysed and used in relevant training sessions
•To advise managers on effective ways in which to promote learning opportunities that support identified learning needs
•Regular travel to outsource teams (currently based in Bristol and Lisbon) to support and facilitate learning and development activities
•Coaching advisors to develop as individuals in their strength and weakness areas, with the aim to improve their skills and better their responses to customers through improved product knowledge and soft skills
•A strong focus on Customer Satisfaction Surveys (CSAT) (analysis of scores and commentary) which will serves as the primary indicator for agent performance
•Ensure training and agent learning material is fit for purpose; monthly/bi monthly review on all documentation and regular additions to material will be required
•To continually review / question / challenge and improve CS processes in such a way that team performance and customer experience are enhanced so that agents are better empowered and escalations are reduced
•To work closely with the Learning and Development Manager to help devise internal and external training relevant to team performance and customer experience improvement
•To be responsible for the training of all new employees within WFR and ensuring their knowledge, soft skills and confidence are of a high level once the advisor is ‘live’
•Responsible for pushing Soft Skills training topics such as Good to Great within the team and ensuring that agents progress and develop their communication skills with customers
•To work closely with the outsource advisors through monthly/bi monthly visitation and peer to peer calibration sessions headed by the L&D coach

Who you are:
•Excellent verbal and written communication skills
•Highly customer focused
•Flexible approach to work
•Strong analytical skills and fast to learn new skills / work with new tools
•Organised with a systematic approach to work
•Prioritising workloads and meet project deadlines
•Pay close attention to detail
•Be able to work as part of / motivate and inspire a team and above all remain neutral across all team members
•Proficient user of Microsoft Windows,
•Confident with the ability to work autonomously, make key decisions and act one of the key drivers of improvements and initiatives
What you will bring – essential skills and experience:
•Experience of a fast moving multi-channel contact centre, ideally in a ‘blended’ service environment with regular communication with outsourcers
•Strong motivation to improve people’s personal journey through effective coaching
•Previous experience of working in an L&D / Coaching Team
•Experience of applying different coaching frameworks and delivery of high quality coaching sessions
•Experience of project management of L&D initiatives, from initiation through to implementation and review
•An ability to deliver and monitor value added coaching initiatives, based on an understanding of business needs
•Demonstrated a strong relationship with respective team advisors and has experience in actively working with different personalities, strengths and weakness areas
•Proven experience of reviewing, improving and devising team processes with a clear customer experience improvement

If you are interested in this position, please do not hesitate to contact Hazel Williams at Brookwood Search and Selection.