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GI Group
,
Brighton, East Sussex
Customer Support Development
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Job Type: Full-time |
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Salary: £26,218 per annum |
Overview
We're looking for a Development Officer to assess the knowledge and skills of our Customer Support team and provide coaching to support them to deliver an excellent customer service. You'll identify and implement continuous improvements. You will need to: Quality assess work outputs against work processes to identify deviations Review the handling of customer enquiries against a framework to monitor quality and identify improvements Provide 121 coaching to continually improve individual and team performance Identify and implement process improvements Support learning As part of the role you will: Follow procedures and work within a quality assurance framework, escalating any issues or key decisions to be made Deliver monthly quality assurance outputs in line with targets Deliver coaching as required by the team and organisational priorities Support the development of individuals and teams Contribute to team projects We are looking for candidates who have experience in the following areas: Experience of working within a quality assurance framework and understanding of methodologies Ability to communicate outcomes, coach and influence Awareness of customer service call handling techniques gained through practical experience of working in a contact centre environment Ability to identify inefficiencies and outdated processes and make recommendations for continuous improvement Experience of planning, prioritising and delivering own work activities Knowledge of Data Protection Act/Freedom of Information principles Experience of identify training needs and delivering learning solutions Knowledge of performance improvement techniques and methodologies and experience of coaching and embedding gained through qualification or practical experience. In return for the above skills and experience you will be rewarded with a starting salary of £26,218 as well as the following benefits: Civil Service Pension arrangements, which are recognised as some of the best in the pensions world discretionary bonus arrangements access to performance related pay progression 25 days annual leave provision flexible working arrangements development opportunities enhanced parental leave arrangements a free employee assistance programme an excellent office location in Brighton. The closing date for this role is the 24th March, so send your CV Gi Group are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit https://privacy