Customer Service Coach

Job description

Team Coach Glasgow HQ, St Vincent Street: Salary £32,240 - £40,300 per annum Grade EN3: Permanent: Monday - Friday 8:30am – 4:30pm with occasional evening and weekend work when required Help us create a better future, quicker As Team Coach, you’ll be responsible for the development and deployment of customer service training. Working closely with the operational management team to create and deploy engaging and creative coaching and training. What you’ll be doing: - Training new staff on call handling for all call types - Upskilling staff to expand their capabilities - Develop and deploy an ongoing programme of training for wider business resources to handle Faults and Emergency calls to ensure we have sufficient capability and resource in times of extreme weather and significant events. - Deliver training relating to any new projects or changes in the CS team. - Provide agents with the confidence and skills to recognise and support vulnerable customers - Provide training in the companies GDPR guidelines to ensure customer data is protected - Provide training in using all associated systems used by front line staff in CS - Support Team Managers with additional tasks for agents who...