Learning and Development Coach

CCP has passionately supported candidates with ''customer contact'' job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they''re looking for talented, culturally aligned people to join their business.

Are you a confident and passionate Learning and Development Coach seeking a new, highly rewarding opportunity?
Would you like to work with a reputable charity supporting the delivery of industry leading customer service?

We are delighted to be working with a nationwide charitable organisation with the appointment of a Learning and Development Coach to join their contact centre in West Essex. This is a full-time opportunity starting as soon as possible, ideally suited to someone with a Quality Assurance, Coaching/Training or hands on Team Leader background. The office is easily commutable from Essex, Hertfordshire, and parts of North London with free parking on site and a generous benefits package.

The successful Learning and Development Coach will develop the capabilities, skills, and competencies of staff within the Charitable Operations. This will be measured by completing call and case quality reviews for all customer facing staff in line with their Quality Framework. You will complete targeted quality reviews to better understand customer interactions and quality assessments with new entrants during their training period. You will also carry out side by side coaching sessions to provide immediate feedback and support staff in managing difficult interactions.

Key Competencies:
Excellent Communication - exceptional coaching skills being centred on staff maximising their full potential; effective questioning around challenges and solutions, rather than teaching and telling; gaining engagement from people at all levels through effective communication; able to innovate ways to deliver learning messages.
Customer Focus - treat customers as individuals and have them at the forefront of all learning messages; demonstrating a clear commitment and passion for high quality customer service; act as a moral compass and be an ambassador for doing what is right for the customer; demonstrate a positive mind set and encourage staff to focus on exemplary customer service.
Planning and Organisation - excellent planning skills and able to prioritise tasks; able to manage complex workloads; can arrange relevant resources to deliver effective learning; able to cope in a fast-paced environment; able to analyst and interpret data and trends.
Continuous Improvement - use data and feedback to enhance and improve Learning and Development; demonstrate a desire to develop your own skills and experience for the benefit of the customer and organisation.

Technical Skills/Knowledge:
Experience of conducting coaching sessions in a business environment, preferably within a contract centre or customer service environment.
Knowledge of the GROW coaching model.
Experience of designing and delivering learning and development solutions.
Worked within a Quality Assurance role.
Experience of working with vulnerable customer groups.

Benefits Package:
26 days holiday plus Bank Holiday, increasing to 28 after 5 years'' service.
Private health care, eye tests, flu vaccinations and enhanced sick pay.
Discount gym membership.
Generous life assurance and pension.
Enhanced parental leave inclusive of adoption.
Minibus service from town centre.
Various social events.

This is a fantastic opportunity to join a growing team with a diverse and inclusive culture. Success and hard work are well celebrated and being able to see the impact you have on the lives of disabled people is highly rewarding.

Apply today to be considered for this exciting role as a Learning and Development Coach. Contact Tim Campion on (phone number removed) or email (url removed) for more information.
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