About The Role
You will support our people to deliver the very best customer service in the most efficient way. This will be through interaction assessments, Coaching Sessions, Training sessions and other Learning and Development activities.
You will be responsible for the day-to-day operation of the Edinburgh L&D team, having line management and performance responsibility. You will be solely responsible for coaching delivery. Working alongside the Quality Coaching Team Manager and Training Development Manager through a matrix management approach to training delivery and quality assurance.
You will help lead the team to deliver a service that underpins the company values, protects the customer conversation and supports the achievement of the corporate business objectives.
About You
- You will be experienced in developing others, leading and motivating teams and delivering industry leading customer experience, ideally in a Contact Centre environment. You are resilient, adaptable, approachable and able to work under pressure in a dynamic and fast paced environment and support your team to do the same
- You will be experienced in all aspects of the Learning Cycle and consider yourself to be an expert in either Coaching or Quality assurance.
- You will excel at relationships. Engaging and influencing your team, clients and stakeholders ensuring that all are delighted with the support they receive and the impact you and your team are having
- You can identify trends, analyse these and communicate findings in a way that delivers effective change and encourages different ways of thinking. You will be confident in the use of Microsoft Office programmes including Outlook, Excel and other business tools
- You will be driven by results and have a solutions focused ways to make improvements. You will be self-organised, structured and methodical in your approach to information management with a strong attention to detail
About The Company
- We believe no one should be left behind
- We find solutions
- We believe we must take the lead
- We drive change
- We believe everything starts with the customer
- We care
- Pay: competitive salary, with a yearly discretionary bonus, based on your performance
- Holiday: 28 days, and you can buy and sell days
- Pension: 15% non-contributory pension (9% during probation)
- Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
- Development: A library of internal training on our myLearn platform
- Family friendly: We have competitive family leave policies
- Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
- Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
- Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
- Other voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office