Customer Services Performance Coach - Fixed Term Contract - 12 months
Grade 4 - Implementation of project activity or provision of specialist advice within a given policy framework as either technical/operational specialist or team leader
A bit about the Department
The L&D team within People and Culture supports the competence, growth and career development of the people in our business, whether it’s their first day or 30th + year we are here to assist them to get the development required to maximise both their and the business needs.
The role in a nutshell
Delivering coaching and training to customer facing colleagues to enable them to provide exceptional customer outcomes and ensure our customers get the very best experience.
What you'll be doing- Deliver live side by side coaching to customer facing colleagues within a busy contact centre environment, with demonstrable, tangible business outcomes.
- Provide clear and effective feedback to front line operations colleagues.
- Support front line operations with the embedding process of new staff fresh out of induction training, taking first live calls.
- Design and deliver operational, regulatory training to all areas of the business.
- Conduct call listening and identify areas for development to support colleagues in becoming competent and drive positive outcomes with customers.
- Maintain coaching records and results for audit purposes.
- Coach front line operations managers on necessary areas of development such as soft skills, regulatory knowledge and changes etc.uild and present MI data to mid-level & senior management team succinctly and concisely
- Build strong relationships with senior stakeholders in driving performance within front line operations.
- Take a proactive approach in improving L&D Operational Training processes.
- Work with the Training & Competence Manager in developing and implementing the wider coaching strategy for the business and external providers.
- Own the Coaching Framework for Operations with a view to continually improve coaching processes.
- A portfolio of customer facing colleagues and their performance.
- The coaching end-to-end process from request through to evaluation.
- Coaching MI data streams and packs.
Requirements
Key Experience and Skills
Essential:
- Minimum of 2 years experience delivering coaching in a contact centre environment with demonstrable results.
- Experience of delivering operational, regulatory training within an FCA regulated environment.
- Experience in building and leading operational training programs to support the embedding period of learning for inducted staff.
- Able to communicate and flex with a wide variety of communication styles.
- Able to deliver feedback clearly and effectively.Strong understanding of FCA regulation, including Consumer Duty, BiFD, Vulnerability etc.
- An understanding of coaching governance and assurance frameworks.
- Experience with manipulating data to provide good quality insights.
Desirable:
- Experience coaching operational roles in the vehicle finance industry.
- Experience conducting Quality Assurance in a contact centre.
- Experience of performing managing a team as a Line Manager.
- Experience delivering coaching and managing operational training programs for outsourced contact centre partnerships.
- Able to actively listen attentively with strong attention to detail.
- Well organised with the ability to manage high workloads in a dynamic, fast paced operation.
- Analytical and methodically minded with the ability to interpret data from a variety of different streams.
Benefits
At Toyota Financial Services (TFS) we incorporate our People Promise and Employee Experience as a key strategic pillar to support both talent attraction and retention. We offer much more than just an externally bench-marked salary and bonus. Take a look at our distinctive offering of benefits below:
- Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
- Access to attractive car schemes for you (& your family) for up to 4 Toyota & Lexus cars from day one.
- Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
- Generous annual leave of 25 days which increases with service and the option to buy 5 days holiday twice throughout the holiday year.
- Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
- Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
- Employee Assistance Program, & Eye tests
- Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
- Cycle to Work Scheme
- Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
- Dress for your day policy to make you feel comfortable at work
- Eco HQ, free parking & restaurant
- Two volunteering days per year
- Reward gateway voucher discounts
- Flexible working scheme and we welcome flexible working conversations at interview
- Enhanced Maternity, Adoption, Paternity Pay and Leave from day one.
- Regular 121s with your manager, a personal development review (PReview) each quarter and excellent succession planning models to support career growth
- An excellent and award winning range of learning & development opportunities
- £250 contribution towards you learning something new outside of work
- Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December – it is so much fun!
Our Recruitment process
At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.
We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.
When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.
Some examples of how we might be able to help are listed below:
- Providing a copy of interview questions before the interview
- Organising a time and location that best suits you
- Allowing additional time for the assessment and interview
We are happy to review any adjustment on a case-by-case basis to support you to be your best self.
We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.
For this role (G6 to G4) we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. The 2nd stage may involve a role play.