The Customer Services Team at Futures are on the hunt for a great Customer Service Coach with proven ability to lead and motivate our Customer Service Advisers on our mission to deliver ‘Great Places’, 'Great Services’, and ‘Great Tomorrows’.As an experienced leader within a Contact Centre environment, you’ll coach your team to provide unrivalled customer service through phone interactions, email, webchat and social media. The welfare of your team will be your priority and you’ll support their progression and personal development alongside award winning performance.You’ll have a collaborative approach with, your team, fellow Coaches, and Customer Service Manager, with the confidence to build excellent relationships with the wider business too, particularly Research & Intelligence as you’ll use demand data and customer feedback to make service improvements.Your integrity will be apparent as you drive a culture of change and continuous improvement. You’ll challenge processes or issues that directly affect the service delivered to our customers who are at the heart of everything we do. A few key points from our role profile:Lead the Customer Services team to consistently deliver effortless experiences for our customers. Motivate and inspire team members to continuously improve service delivery. Drive organisational change to create an omni channel contact centre focused on 1st time contact resolution. Ensure all team members are trained to a high standard to enable delivery of consistency excellent services. Effectively manage performance. Ensure the contact centre is always effectively resourced whilst managing sickness absence and annual leave. Seek out customer feedback and make service changes based on this feedback. Communicate to customers changes made in response to feedback, complaints, or learning. Sounds like me, so what are you offering? If you’re successful, you’ll be joining a dynamic organisation with an amazing culture. We offer competitive benefits with a big emphasis on health and well-being.To support your work life balance, in addition to 25 days holiday a year plus bank holidays, we also promote the chance to buy and sell holiday throughout the year.Your working week will be 37 hours.Take a look at our Role Profile, please note we may contact candidates or close the vacancy prior to the closing date and make a note in your diary we are looking to hold 1st stage remote interviews 8th October and face to face interviews 11th October.Salary: £39,803Location: Derby, DE74 2SA
