Customer services hub coach

We're settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It's in the values that shape us and the people that make us - us! And it's in caring not only about the work we do, but also how we do it. We put residents first. We know that everyone is different, so we ensure that we provide a service that is as individual as each resident.

Here at settle we are looking for a Customer services hub coach to support our customer services team to deliver an excellent service. Our Customer Service Team and the Contact Centre are at the heart of our Housing Directorate, reducing customer effort by resolving enquiries at first point of contact. You will be responsible for supporting and managing performance within the Contact Centre - providing call coaching support to the Customer Services Advisor.

Requirements

Outline of Key Responsibilities...

• Provide multi-channel coaching support - creating data driven documents to help manage team performance
• Lead the team to consistently deliver effortless experiences for our customers, seeking improvements to reduce effort output.
• Support with driving organisational change to create an omni channel contact centre focused on first-time contact resolution.
• Tailored induction and training plans to ensure a basis of understanding for systems, processes, service standards and the ‘settle way
• Live listen to calls to provide in the moment feedback and real time coaching, recognising exceptional performance.
• Effectively manage performance including through 1-1s; acknowledging exceptional performance and ensuring any underperforming areas are robustly addressed.
• Maintain awareness of the importance of referring safeguarding concerns, supporting the team with any concerns identified.

We are looking for someone who has...

• Previous experience in line managing and coaching a busy call centre-type team
• Ability to identify coaching needs and adapt approach accordingly to each advisor
• Experience managing performance using performance improvement plans
• Knowledge of using SMART coaching methods
• Ability to identify areas of improvement on the back of customer contacts
• Formal coaching qualification is desirable but not essential

Benefits

In return, we are offering...

• An annual salary of £36,383 per annum
• Hybrid working role-dependant
• Flexible working
• Enhanced maternity, paternity and adoption leave
• Annual Leave - 27 days per year increasing by length of service (up to 32 days)
• Stakeholder pension scheme
• Life assurance
• Healthcare cash plan
• Local discounts
• Mental health support and counselling sessions

"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.