*Please note that this role is a 12 months FTC covering a secondment
Are you looking for your next step within a quality/supervisory role? Do you enjoy working in a busy environment where you can make a difference?
The Booking & Information Centre at BPAS are looking for a Quality Coach to join their friendly and dynamic team.Once fully trained, this role will become hybrid with 2 days in the office and 3 days from home, more details below.
The Quality Coach will always lead by example, provide coaching and support for Appointment Advisors & Admin/support staff to maintain and improve quality services. You will havea focus on continuous improvement where you will identify training and development needs in the Booking & information Centre and deliver workshops/training sessions to help your colleagues provide great customer service to all BPAS clients.
About You:
You will have experience of working in a busy call handling environment along with knowledge of telephone techniques. Coaching & training staff is something you excel in & you will have the skills to carry out call monitoring & giving feedback.
You will bring;
* Excellent communication & interpersonal skills, with the ability to remain calm in stressful situations.
* Able to lead by example and use coaching & feedback skills effectively.
* A team player with the ability to work on own initiative when required.
* Exceptional organisational & prioritisation skills along with the ability to always maintain confidentiality levels.
Main duties of the job
* Proactively identify where staff may need assistance and offer support and encouragement for them to deal with the clients efficiently and effectively.
* Monitoring of the wallboard to observe call volume activity, reallocating tasks and change advisor work queues to ensure calls are answered in a timely manner.
* Encourage and motivate staff to achieve optimum levels of performance by working to daily and weekly coaching targets and providing constructive feedback for performance improvement.
* Work with the management team to deliver training material across the Booking & Information Centre
* Dealing with complaints received about call handling and reporting these back to HOB
* Be able to adapt your style to provide tailored coaching sessions with documented feedback and provide clear objectives for improvements.
* Support operational management in providing QC floor support and coaching as required on a Rota basis
About us
British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.
Working with us:
Alongside a supportive and friendly working environment, BPAS has generous benefits:
* Life assurance cover at 3 times salary
* 34 days annual leave per year
* A defined contribution pension scheme.
* You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.
BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.
Job description
Job responsibilities
Further Information
We may close this advert early if we receive a high number of applications that reflect the skills and experience required for the role. We aim to keep it open long enough to ensure a diverse and representative applicant pool, so early applications are strongly encouraged.
If you have any questions about the role, the process, or require adjustments to support your application, please don't hesitate to get in touch, we're happy to help.
Contract : 12 months Fixed Term
Working Pattern: 36 hours per week. (4 x 7.5hr shift, 1 x 6hr shift) Flexible over the following opening times:
Monday to Friday | 7am to 7pm
Saturday | 8am to 4pm
Sunday | 9am to 3pm
A rota is given two weeks in advance.
Salary: £29,346 - £33,170 per annum. Weekend working is paid at a premium rate of time and a half.
Location: BPAS Head Office, Tachbrook Park - Leamington Spa CV34 6RQ
Interested so far? Don't delay, apply today
The Small Print: All applicants must be pro-choice.
If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.
References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment.
Person Specification
Experience
Essential
* Experience of coaching and training staff with skills to carry out call monitoring and giving feedback.
* Experience of working in a busy call handling environment along with knowledge of telephone techniques.
* Excellent communication and interpersonal skills, with the ability to remain calm in stressful situations.
Qualifications
Essential
* English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal
Job Types: Full-time, Permanent
Pay: £29,346.00-£33,170.00 per year
Benefits:
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* On-site parking
* Sick pay
Application question(s):
* Do you support a woman's right to choose abortion?
* Are you the family or friend of a current BPAS employee? If yes, please state the name and the nature of the relationship.
* Do you have the right to work in the UK? What is your current status?(i.e. British Citizen, settled Status, Visa ect)
* Are you aware this a 12 months fixed contract?
* Please give an example of how you tailored your coaching approach to suit an individual's learning style or needs. What feedback or objectives did you provide?
* Please describe a situation where you handled a complaint about service quality within your team. How did you investigate the issue, communicate it to management, and implement improvements?
* You will work 36 hours per week. Once fully trained, this role will become hybrid with 2 days in the office and 3 days from home. - can you travel there and commit to this working pattern?
Work Location: Hybrid remote in Warwick CV34 6RQ