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About the role
Key responsibilities & impact- Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions.
- Facilitate onboarding and capability development for new and existing colleagues.
- Conduct quality assurance reviews of customer interactions.
- Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
- Perform root cause and trend analysis to identify areas for improvement.
- Act as a subject matter expert (SME) for product and process knowledge.
- Maintain team engagement through side-by-sides, feedback loops, and regular coaching communications.
- Collaborate with the Training & Knowledge Content Specialist to ensure training materials reflect current processes.
Requirements
What you’ll need- Proven experience in relevant Serviced products in the area, complaint handling, quality assurance, and customer service within a regulated environment.
- Previous Call Framework experience, Contact Centre experience and complaint handling experience
- Strong understanding of financial services regulations, especially in pensions and retirement accounts.
- Skilled in coaching, training delivery, and performance improvement.
- Excellent written and verbal communication skills.
- Learning agility and adaptability in a fast-paced area
- Ability to build collaborative relationships and foster trust and accountability.
Benefits
Comp & perks- A valuable pension scheme of 18%
- Share Save and Share Incentive Plan
- Access to financial wellbeing and support services
- 38 days annual leave including bank holidays
- Opportunity to purchase up to 5 extra days
- Time Off When You Need It policy
- Market leading Inspiring Families policy with comprehensive support and paid parental leave
- Health & Protection cover including Private Healthcare, Critical Illness cover, and Life Assurance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
coachingquality assuranceroot cause analysistrend analysiscomplaint handlingtraining deliveryperformance improvement
Soft Skills
written communicationverbal communicationlearning agilityadaptabilitycollaborative relationshipstrust buildingaccountability