CUSTOMER CONTACT COACH

The Customer Contact Coach will play an integral role in developing the local knowledge and skills of our Customer Hub colleagues. As well as delivering quality assurance and monitoring reviews, you will have coaching conversations, utilising strong questioning skills, actively listening and gaining colleague buy-in to agree actions; this is in addition to the design and delivery of local training. You will work closely with the Customer Contact Team Managers to ensure the Hub delivers services in line with our customer experience principles.

What you’ll be doing

• Coach the Customer Contact Team Managers and their direct reports to improve performance and create a culture of continuous development
• Design and deliver training to contact centre colleagues and their managers, as well as support its embedding. This includes communicating key messages as the contact centre responds to changes in the housing sector.
• Coach the team to embed the learning or/and communications from various project workstreams, helping ensure the information lands effectively into the ‘Hub’ and continuously support the smooth transition from projects to the ‘Hub’ business as usual environment.
• Lead and develop the Hub local induction for new starters.
• Co-design local initiatives along with the management team. Scope and design a quality assurance approach for contact monitoring from all mediums to ensure regulated expectations and the best customer experience is delivered
• Coach our colleagues in how to have ‘Great Conversations’ - this is the Great Places way of enabling colleagues to build trust and connection with their colleagues.
• Collaborate with key stakeholders, such as our People Development Specialists, to ensure the Hub aligns with both the People and Customer Experience strategies, to avoid duplication and enforce key messages
• You’ll work flexibly between work and home in line with the needs of the team and the organisation

What we need from you

• Coaching experience is essential.
• Experience of cross organisational working and engaging key stakeholders including Learning and process design and delivery.
• Exposure to a customer experience environment.
• Contact centre experience is desirable/preferable.
• Data analysis and report writing.
• Educated to degree level or equivalent or work experience demonstrating graduate level ability.
• Use of full range of Microsoft Office.
• You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects.
• Empathy with our customers and willingness to deliver exceptional customer service;
• Professional and value led with integrity, inclusivity and respect for diversity
• Commitment to work in partnership with others for the benefit of Great Places

What we give you in return for your hard work and commitment

• Annual leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays

• Flexi Time ¦ Allows colleagues to achieve a healthy work life balance whilst carrying out requirement of the role. A maximum of 13 days flexi can be taken in a year

• 
  Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• 
  WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
• 
  Greater Working ¦ We offer Hybrid and flexible working to fit the schedule of you, so you can work to your greatest ability
• 
  Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’ ¦ Compliance based training bonuses paid annually
• 
  Professional Fees ¦ The business pays the cost of one professional membership fee for each colleague
• 
  The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• 
  Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing
  Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.
  You can find details of our story, our vision and our values here.
  At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.
  We love to hear from anyone who is enthusiastic about working in social housing. We know people can be reluctant to apply if they don’t fill 100% of the job requirements. So, if you are unsure that your qualifications and skills are what we are looking for in this role, why not let us decide?
  We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at recruitment@greatplaces.org.uk

• Coach the Customer Contact Team Managers and their direct reports to improve performance and create a culture of continuous development
• Design and deliver training to contact centre colleagues and their managers, as well as support its embedding. This includes communicating key messages as the contact centre responds to changes in the housing sector.
• Coach the team to embed the learning or/and communications from various project workstreams, helping ensure the information lands effectively into the ‘Hub’ and continuously support the smooth transition from projects to the ‘Hub’ business as usual environment.
• Lead and develop the Hub local induction for new starters.
• Co-design local initiatives along with the management team. Scope and design a quality assurance approach for contact monitoring from all mediums to ensure regulated expectations and the best customer experience is delivered
• Coach our colleagues in how to have ‘Great Conversations’ - this is the Great Places way of enabling colleagues to build trust and connection with their colleagues.
• Collaborate with key stakeholders, such as our People Development Specialists, to ensure the Hub aligns with both the People and Customer Experience strategies, to avoid duplication and enforce key messages
• You’ll work flexibly between work and home in line with the needs of the team and the organisatio