Customer Service Quality And Training Coach

About The Role
Delivering what we promise
Morrison Water Services are currently looking to recruit a Customer Service Quality and Training Coach to work on our Thames Water Metering and Developer Services contracts in Langley, Berkshire.
As a Customer Service Quality and Training Coach you will be part of our Customer Team who are responsible for delivering excellence in customer contact on the metering and developer services contract, through the call centre and operationally.
The main purpose of the Metering Contract is to deliver the metering programme for Thames Water, installing and replacing water meters. The main purpose of the Developer Services contract is connecting new clean water supplies to the London area. Integral to both contracts is the positive engagement with our customers, the clear delivery of our key messages, and the effective case management of queries.
This is a hybrid working position, with a home base location in our Langley office, 2-3 days minimum in the office. You will also be required to work across our other sites. As a Customer Service Quality and Training Coach your duties and responsibilities will be: - Understand CMex and DMex and how we contribute to it, and actively promote behaviours that impact scores, ensuring that teams are trained and competent.
- To ensure a high and consistent quality is achieved and maintained on a day-to-day basis and report any issues to the Head of Customer Experience.
- To assist in the recruitment of Customer Service advisors.
- To deliver training to new starters with a focus on Customer Excellence, to enable them to carry out the full duties of their role to a high standard.
- To train Operational teams in Customer Service, in various different sites across London and Thames Valley.
- To help to deliver a quality assurance programme through call quality monitoring and confidence ratings, and provide feedback.
- To identify opportunities for improvement and proactively address these through training and coaching.
- To use the quality assurance process to work with Team Leaders to support ongoing improvements.
- Support the Customer Experience Team where appropriate.
- Other duties as required within the reasonable remit of the role. Do you have Experience of Coaching and Training? This is essential. Have you gained experience of delivering customer excellence in a call centre environment? Do you have proven experience in customer experience principles and practices? Administration skills and good record keeping? Excellent communication skills? Do you have the ability to build rapport over the phone and in person? Are you experienced in a contractor/client relationship? Excellent IT skills particularly MS Word, Excel, and PowerPoint? Do you have a AET/PTLLS qualification (or equivalent) preferred? Does this sound like you? If so we want to hear from you!
Additional Information:
Average 45 hours a week, Monday-Friday shifts between 7am and 5pm, times as required. Overtime at agreed rate.
Morrison Water Services part of the M Group Services Water Division are the leading service provider in the water and wastewater infrastructure sectors in the UK. As a division, we employ circa 3000 people across the UK and we are looking for aspiring people like you, who are keen to build their career within the Water Industry.
Our people provide essential infrastructure services through long-term framework agreements to the water and wastewater sectors in the UK and Ireland. Our Water Division provides a broad range of technical capabilities to our clients ranging from asset condition assessment to design, build, commissioning and completion. With a 2.1billion order book and turnover at 450 million, we are market leaders in our field. Joining us gives you the scope and ability to work for an organisation who are not only invested in your career, but your future too. Sound interesting?
As a valued employee of the M Group Services Water Division, you’ll be entitled to: - Matched Pension Scheme
- Access to our Employee Assistance Programme
- Opportunities to progress in a successful company
- Life Assurance
- The option to take out Personal Accident Insurance
- The ability to partake in Payroll giving
- Salary Finance - an online portal offering financial support via articles, videos and blogs. You can apply for loans and savings schemes via payroll
- 25 days' annual leave plus 8 days' bank holiday
- Enhanced Maternity & Paternity policy
- Cycle to work Scheme Who doesn’t like a discount? You will have access to your ‘My Rewards’ portal. This provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bills & top retail brand discounts.
Here’s a few so you can see the type of saving’s you can make: - - Up to 7% discounts on major supermarkets
- Up to 52% on Cinema tickets
- Up to 33% on holidays and travel
- Up to 10% on restaurants and takeaways
- Up to 25% off gym membership What are you waiting for? Apply today!
#mws About The Company
M Group Services delivers a range of essential infrastructure services within the water, energy, transport and telecommunications sectors in the UK & Ireland. We have built and maintained relationships with our clients over a number of years and have a strong culture that continuously focuses on safety, operational delivery, efficiency and Customer Service. We are committed to profitable growth both organically and through acquisitions. M Group Services, a trusted employer to over 10,000 skilled specialists working from 240 locations, operates a divisional structure aligned with its end markets.
At M Group Services we recognise and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.