Academy Coach Manchester
DR3
Manchester Contact Centre based with flexibility to travel to Skelmersdale and Leek
There are permanent and secondment opportunities available
Closing date: 19th September
This is an office based role, however travel will be required to other office locations such as Skelmersdale and Leek
The role:
Our Academy Coaches work across our frontline sites, delivering training to large numbers of new and existing colleagues to ensure they meet and exceed customer expectations, supporting a centre of excellence. You will influence and train colleagues, ensuring they have the necessary skills and knowledge to be competent in their role and demonstrate our values to deliver a best in class service. We are looking for someone with a good knowledge of regulatory requirements and customer service best practice. If you can bring a background in coaching, advising, providing advice and can lead by example, we are offering a brilliant opportunity to showcase your subject matter expertise in a flexible and supportive environment.
*Full role profile available upon request
Key Accountabilities:
* Support the new starter and upskill journey for frontline colleagues.
* Deliver coaching to new colleagues to ensure they have the capability to provide a good customer experience, in line with the academy model.
* Develop and provide feedback on individual performance and use this to support the coaching activity of line managers.
* Work with business training and other academy colleagues as appropriate to share and implement best practise, designing and updating coaching materials to ensure effective sessions.
* Maintain coaching documentation to ensure information held is accurate and compliant with all standards and regulations.
* Deliver expert advice, guidance and impartial oversight.
Knowledge, Skills and Experience Required:
* Excellent communication and interpersonal skills
* Completed upskills in Detica, Disputes, Falcon and Visa
* Demonstrable ability to support an develop colleagues to meet their full potential using call reviews, coaching, development and leading by example
* Excellent planning and organisational skills
* Flexible and agile to meet the changing customer and business demands
* Ability to manage time effectively and prioritise workload appropriately
* Drive to maintain, support and promote relevant knowledge of process and compliance with regulatory and legal requirements relevant to the role
For help with your application and writing your CV please visit the Recruitment pages of The Buzz
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us maintaining a culture of belonging, where people are valued and respected
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk