Customer Support Specialist Coach

Job Title: Customer Support Specialist Coach
Location: Aldgate, City of London
Contract Type: Permanent
Working Pattern: Full Time (5 days onsite)

About the Role:
Join our dynamic Contact Centre team as a Customer Support Specialist Coach. Reporting to the Contact Centre Operations Manager, you will play a crucial role in enhancing our customer service quality. You will provide real-time feedback, performance assessments, and best practices to empower our Customer Specialists in delivering exceptional service across multiple channels. This position not only focuses on customer support but also offers a unique opportunity to develop your leadership skills with the guidance of the Operations Manager.

As a champion of our brand, you will support our specialists in addressing technical queries and ensuring a positive experience for our customers, especially when they seek compensation during financial crises. Your efforts will directly contribute to fostering public confidence in the financial services industry.

Key Responsibilities:

• Maintain high levels of customer service through various channels, with success measured via CSAT surveys and team QA results.
• Provide on-the-spot coaching and real-time support for Customer Specialists.
• Enhance the knowledge and skills of specialists to ensure they effectively communicate and resolve customer inquiries via voice, chat, email, and letters.
• Identify opportunities for improvement through comprehensive training on processes and products.
• Understand and manage customer vulnerability with sensitivity and empathy.
• Develop leadership skills by deputising for the Contact Centre Operations Manager and supporting team members.
• Assist in addressing customer concerns, including managing escalations and complaints.
• Collaborate with QA to assess performance and implement necessary remedial actions based on feedback.
• Work with claims processing teams to ensure efficient servicing of customer claims and identify process improvement opportunities.
• Act as a positive role model for change and support contingency planning activities.
• Share your knowledge of financial services products and claims processes to help specialists and customers navigate their compensation claims effectively.

Skills, Knowledge, and Experience Required:

• In-depth understanding of FSCS rules, policies, and processes.
• Technical knowledge of claims assessment and deposits processes.
• Ability to communicate complex information clearly and effectively to various stakeholders.
• Previous experience in financial services, particularly in customer service and coaching roles.
• Strong analytical thinking and the ability to make sound judgments.
• Proactive approach with a focus on delivering service excellence and embracing change.

Personal Attributes:

• Demonstrated leadership and motivational skills.
• Ability to build strong relationships with colleagues and engage in effective two-way communication.
• Openness to new opportunities and a commitment to personal development.