Quality Coach (French Speaking)

Photobox Group ,
Wembley, Greater London
More Details

Overview

Job Description

Job Title - Quality Coach (French Speaking) Brand - Photobox Group Location - Willen Field Road, NW10 Work with us At Photobox group, were here to help turn photos - from the everyday quick snap to the precious, once-in-a-lifetime event - into the most thoughtful gifts. We need people who thrive on delivering amazing customer experiences, never standing still and constantly challenging the status quo. Were always looking for new and better ways to consistently deliver results and delight customers. Were a place for self starters and free thinkers. We work nimbly and react quickly to changing circumstances. We believe in working together to solve problems, learn new things and share knowledge. Were at an exciting time in our evolution. Were growing up but not growing old. We want people who can take us to the next level. People who have been there and done that, and now want to turn that experience into something different and exciting. In return well invest all we can in helping you thrive in our family of brands. What youll be doing The role is within the Customer Service Department and will be reporting to the People Development Manager. This role is ideal for someone with the ability to develop, motivate and drive our CS advisors through coaching techniques and L&D interventions. Coaching and mentoring plus team development will come naturally to you. The role will require you to be meticulous in defining key performance gaps and development needs and translating these into practical solutions. You will be working with a number of stakeholders in the business to identify skill gaps and continuously improve the leadership and delivery of the customer experience. Responsibilities: * To champion our Quality Performance framework and ensure that it is operating effectively across all our sites in-house and outsource. * To advise managers on effective ways in which to promote learning opportunities that support identified learning needs * Occasional travel to our European sites (Lisbon, Tirana, Munich & Barcelona) to support and facilitate learning and development activities * Managing calibration across our Team Leaders to ensure that they can share ideas, best practice and ensure that we have the same expectations of our people. * Utilising Quality scores and CSat surveys to provide data for evidence based coaching, training needs analysis and performance management. * To continually review / question / challenge and improve CS processes in such a way that team performance and customer experience are enhanced so that agents are better empowered and escalations are reduced * Support the accreditation process for our outsource training team and when required be prepared to support the direct training of new employees. Ensuring their knowledge, soft skills and confidence are of a high level once the advisor is actively taking contacts Who you are? * Excellent verbal and written communication skills * Highly customer focused * Flexible approach to work * Strong analytical skills and fast to learn new skills / work with new tools * Organised with a systematic approach to work * Prioritising workloads and meet project deadlines * Pay close attention to detail * Be able to work as part of / motivate and inspire a team and above all remain neutral across all team members * Proficient user of Microsoft Windows, Office Suite (Word, Excel, Power Point) and Photobox Systems (Back Office, Right Now etc) * Ability to communicate effectively * Confident with the ability to work autonomously, make key decisions and act one of the key drivers of improvements and initiatives * Ideally to speak at least one other European language from : Spanish, Italian, Polish, Swedish, Finnish, Danish, Dutch and German Requirements What you will bring? * Experience of a fast-moving multi-channel contact centre * Strong motivation to improve peoples personal journey through effective coaching * Experience of applying different coaching frameworks and delivery of high quality coaching sessions * An ability to deliver and monitor value added coaching initiatives based on an understanding of business needs * CIPD, L&D qualification or equivalent * Demonstrated a strong relationship with respective team advisors and has experience in actively working with different personalities, strengths and weakness areas * Experience in working closely with Team Managers and Team Leaders in coaching a team to achieve performance objectives * Compiling and presenting accurate data in an articulate and clear way * Proven ability to improve advisors learning and development through 360s and demonstrating a positive influence on advisors everyday interactions Benefits On top of a competitive salary we offer a great benefits package too, included but not limited to: * Yearly bonus * Funded wellbeing - including discounted gyms * Healthcare, dental and life assurance * Workplace pension scheme * Season ticket loans * Cycle to work scheme * Mental health and wellb

People also viewed