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 practises 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.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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