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 an...