Team Coach

This role involves leading, coaching and motivating a team of call agents in our customer contact centre. You will be required to ensure the achievement of operational performance standards including targeted KPI’s. Quality Assurance and providing excellent levels of service to our customers.

You will ensure the standard of service is delivered by role modelling our leadership success factors and supporting the team through positive coaching whilst creating a positive work culture/environment.

Specific remit aligns to:

• Supporting the creation of a culture which values, empowers and engages our people.
• Oversight of customer experience across all customer journeys.
• Strong people leadership.
• Utilisation of data to help drive performance improvements and sustainability.

• Communication will be core to your role as well as proactive people management.
• Other critical elements to this role include the ability to prioritise effectively as well as identifying and championing business improvement opportunities, removing any barriers to achieve operational excellence.
• Provide excellent leadership by clearly demonstrating our Leadership Success Factor’s and values daily.
• Build and maintain excellent value, adding working relationships with immediate colleagues and with colleagues across the wider business to explore new ideas and ways of working.
• Lead and inspire your team to go the ‘extra mile’ to resolve customer enquiries and complaints. Finding ways to build customer advocacy and make our customer journey easy.
• Set and agree performance goals and objectives for your team. Monitor performance to ensure successful delivery of targets.
• Deliver business growth through effective sales and retention performance coaching.
• With excellent planning skills, drive and manage efficiency within your team to deliver the right service and right level of quality in line with agreed SLA’S and KPI’s.
• Understand KPI’s and how to influence them for optimum service delivery.
• Consistent delivery of all scorecard outcomes.
• Use Management Information to make decisions that improve customer, employee and commercial performance outcomes.
• Provide high quality coaching to your team, to produce capability and overall competencies, resulting in exceptional customer service.
• Set team performance levels, anticipate potential operational and regulatory risks, and develop appropriate contingencies.
• Contribute to the achievement of the wider team’s targets and objectives, supporting the growth and profitability of the business.
• Ensure your team is achieving the agreed quality standards through regular call listening and quality monitoring.
• Experience of working in Contact Centre or Financial Services Environment.
• Leading, engaging and inspiring a successful team of people to achieve business objectives.
• Customer focused and committed to doing the right thing.
• Highly engaging and motivational leader.
• Significant breadth of knowledge and practice of leading in an operational environment.
• Strong analytical and numerical skills.
• Ability to support and drive change and improve all aspects of operational delivery.
• Excellent communication skills with the ability to work collaboratively and effectively across internal and external stakeholders.
• Ability to support and develop talent for the future of the business.
• Awareness of key operational controls and potential risks including mitigation.
• Thorough understanding of product, system and process knowledge aligned to Lexham ways of working.

·       Ability to improve scorecard metrics.

·       Ability to develop and deliver coaching development and support solutions.

·       Ability to manage performance where necessary.

·       Excellent Verbal and written Communication Skills.

·       Collaboration and building effective relationships.

·       Influencing skills and skilled in gaining commitment.

·       Driving and Facilitating change.

·       Decision – making.

·       Embracing and driving continuous improvement.

·       Flexibility in approach to leadership.

·       Ability to ‘Lead with Vison’

·       Ensure compliance with company policies and regulations.

·       Any other duties commensurate with the level of responsibility of this role.

• Strong attention to detail and analytical skills
• Excellent communication and interpersonal skills
• Proven ability to work under pressure and manage multiple priorities in a fast paced environment.