Performance Coach Inverness Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end services that support the implementation of public policy. In the main, we support the government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. The role of the Performance Coach is to assist the Onboarding and Quality Team Leader with induction and ad hoc training requirements and general coaching and development of staff, and providing professional and effective staff training and coaching to ensure staff performance is optimal and in line with our standards. What you will be doing:
1. Ensuring a high standard of professional practice is met at all times on the part of the staff through personal example
2. Supporting the business strategy and clients’ requirements while ensuring a fair outcome for all customers
3. Supporting in the recruitment/selection of staff for Customer Contact roles to ensure a skilled and effective workforce.
4. Greeting and welcoming new starters to the business and being responsible for all inductions.
5. Assisting with the production, maintenance and administration of lesson plans, training and coaching material and attendance registers and records for client product delivery and other ad hoc coaching and training.
6. Providing ongoing coaching and development of staff within all operational teams.
7. Identifying opportunities for improvement by working closely with individuals across the contact centre to support and coach them in line with the department’s quality framework and service levels to achieve and deliver high standards of performance
8. Using IT systems effectively for reporting, recording and analysing information
What we are looking for:
9. Strong analytical, organisational and time management skills
10. Strong written, presentation and visual communication skills.
11. Ability to assess training needs and to coach and mentor employees both in the early stages of their role as well as those who are longer-serving
12. Creative thinker with strong active listening skills
13. Good team collaboration, process improvement skills with the ability to easily accept and adapt to change and new challenges. Ability to work as part of a team and on own
14. Ability to analyse data and to identify coaching trends and patterns and implement improvement strategies
15. Resilient and able to consider and respond to feedback and change
16. Proven success in contact centre coaching and mentoring
What’s in it for you?
17. Salary of £22,542
18. Enhanced Maternity and Paternity Package NB subject to eligibility criteria
19. 25 days annual leave plus bank holidays
20. Health Cash Plan
21. Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing
If this sounds like the job for you, please apply…. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.