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Randstad Business Solutions
,
Durham, Durham
Homeserve Performance Coach
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Contract Type: Contract |
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Salary: £15.6 per hour |
Overview
Homeserve Performance Coach required to work on a temporary basis for Northumbrian Water 12 month assignment Based in Pity Me, Durham May be required to work in Lowestoft, Suffolk to support their Southern site. Full Time Monday to Friday Hours between 8am - 8pm. Purpose of the Role To support the Customer team leaders in the delivery of HomeServe VAS, ensuring performance is monitored and targets are achieved. To support the motivation and development of teams to ensure individuals have clear expectations, contribute to the best of their ability, are compliant and reach their potential. Working with HomeServe and the Call Centre Team Leaders to promote staff development by assisting with the delivery of HomeServe VAS services, training and the development and maintenance of training material. Develop a good high level understanding of HomeServe services, key business objectives, customer expectations, and regulatory requirements to ensure coaching and training is always up to date and relevant To provide support in relation to quality checking, compliance, performance monitoring and coaching so as to ensure a high level of consistency and customer service Working with call centre advisors to ensure an excellent and consistent level of service is being given to our customers To identify ongoing training needs and areas for improvement to improve overall performance of the team Work with resource to effectively plan and deliver coaching and training to maximise opportunity and minimise travel Working with team leaders to ensure advisors reach their potential through coaching and development Providing support Team Leaders to ensure HomeServe targets are met. Plan, implement and deliver induction training and coaching to new team members and further training sessions as identified Maximise opportunities to reinforce examples of good practice and behaviour to ensure all agreed targets are understood and met. Ensure examples of regulatory failures and inappropriate or concerning practice and behaviour are addressed and fed back to line managers Standards of Performance Working with all members of the team in a supportive and appropriate manner, which develops trust and co-operation to deliver and exceed Company targets. Motivation through the mentoring/coaching of staff Working with the Affinity Partner team to ensure that all coaching and training material and coaching and training timetables are accurate and up to date. Working with Affinity Partner team and Customer team to ensure a mechanism to capture coaching and training requirements and to evaluate the results of training is developed. This should also incorporate the number of training hours recorded per individual Achievement of all team targets. Individual performance improvement of team members where development areas identified. Minimal skills gaps across the team and plans in place to bridge these, including a skills matrix. Successful delivery of all projects allocated to them. Positive self-development that is visible and a proactive learning approach. An effective ambassador and representative of customer issues. Participation in wider contact centre activities personally and through the team. Measures of Success Use of initiative to improve processes and make efficiencies within the call centre, across the directorate and where appropriate the wider business. Improvements in the quality and consistency of our responses to customers measured through and our internal quality and accuracy monitoring. Strong working relationships with relevant stakeholders. Knowledge of business activity Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.