Performance Coach

Performance Coach

We are looking for a Performance Coach who will train our frontline team for their role. You will have to define strategies and focus on activities that will help the sales team achieve better sales results. You will be responsible for 28 countries across EMEA Region.

You will guide the sales team to improve their skills and motivate them to deliver quality performance. You should have a good knowledge of various sales techniques and excellent communication skills.

KEY ACCOUNTABILITIES
- Work closely with the management team to ensure a consistent approach to quality, striving to constantly enhance the customer experience.
- Provide all training for soft skills, product, issues, processes and systems for the frontline team
- Manage any repeated issue or high-risk complaints in relation to training effectively and in a timely manner
- Ensure continuous development within both training practices and industry standards
- Provide coaching to the frontline team on their performance against set targets
- Monitor development of new hires and responsible for contact revision for the first 2 months
- Work with management team to ensure performance issues identified are added to training plan and processes are created or amended as needed
- Create interactive and intuitive training plans for all markets, products, processes and systems
- Create and maintain all training material/scripts needed and ensure the brand voice is key throughout
- Maintain all documents in a central place and add any relevant processes
- Ensure best practice is shared amongst frontline team and promote a positive working environment
- Place the consumer at the heart of everything by improving engagement and interaction - focus on providing best in class consumer services experience.
- Ensure all Regulatory and GDPR processes are adhered to
- Continuous Improvement by using LEAN principles, Visual Management and Standard Work

EDUCATION AND EXPERIENCE REQUIREMENTS
- Experience in a Customer/Consumer Care function and/or complaint management.
- Excellent interpersonal skills, good communicator with excellent telephone manner
- Experience assessing risks of issues and prioritise issues accordingly

TECHNICHAL/PROFESSIONAL SKILLS
- Can work independently and good at motivating themselves
- Logical thinking and sound business decision making
- Analytical with good attention to detail
- Good at developing and using processes
- Strong organisational skills and able to work under pressure
- Fluent in English - additional language skills are beneficial
- Proficient in Excel and PowerPoint

PERSONAL ATTRIBUTES/ KEY BEHAVIOURS
- The drive to provide world class customer & consumer service
- Patience
- Empathy
- Discretion
- Honesty

**Primary Location**: United Kingdom
- Flexible Location - South East England

**Additional Locations**: Italy
- Flexible Location

**Worker Type**: Employee

**Worker Sub-Type**: Regular

**Time Type**: Full time