Customer Service Coach

☞ Aldermore Bank PLC

View: 102

Update day: 07-05-2024

Location: Wilmslow North West

Category: Other

Industry: Information Technology Services Banking Financial Services

Position: Associate

Job type: Full-time

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Job content

Customer Service Coach

Heard of us?

We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.

Now is your chance…

The servicing team is a vital support role within our in life mortgages team, providing a customer service support to our existing customers across the life of their mortgage. The team deals with a variety of queries including but not limited to liaising with solicitors, handling vulnerable customers and processing payments.

The role of Customer Service Coach is really important to us. You will support our Customer Service Advisors in reaching their full potential, working closely with the management team to develop and deliver a learning and development roadmap to support the Customer Services Team with its vision and goals.

When the time is right, we would love to welcome you to our Wilmslow office. In the meantime you will be based remotely. You’ll be made to feel part of your new team by your Line Manager and colleagues through regular contact and virtual interaction.

What would your day look like?

  • Identify training needs through analysis activities
  • Tailor and design learning programs
  • Ensure a thorough induction programme is delivered to new starters
  • Implement coaching and training session when required
  • Liaise with Management team to ensure minimal impact on Customer Service
  • Prepare presentations and team briefings informing team members of new initiatives and changes in best practices
  • Handling calls escalated from advisers
  • Support individual advisers to ensure that technical and soft skills meet minimum standards
  • Work closely with Support team to ensure Standard Operating Procedures are updated and reflective of system functionality and processes
  • Assist management team with monthly quality reviews


What do we expect of you?

  • Experience in designing and delivering training programs
  • Experience in record keeping and evidencing the training/ coaching delivered
  • Excellent customer service focus
  • Excellent organizational, communication, numerical and analytical skills
  • Good team player skills are essential with a track record of working within a dynamic team continuously looking for improvement
  • Ability to work under pressure in a fast paced environment
  • Demonstrable problem solving, decision-making and time management skills
  • The ability to deal with customers in difficult situations
  • Experience of working within a regulated, banking or financial services environment is beneficial
  • Knowledge of Microsoft Office packages, particularly Word, Excel and Outlook, and ability to learn various in-house systems


What can you expect of us?

  • A friendly and flexible culture, synonymous with our proposition to our customers.
  • A growing organisation that defines itself as being nimble, lean and strong.
  • A drive for continuous improvement, which you will be empowered to get behind from day one.
  • A communicative, accessible and approachable ExCo.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.

Still Curious?

Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.

Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; and we open up the lending market to many.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.

Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We are committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

#backingyoutobringyourbest

Aldermore Group is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by Aldermore Group will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Primary Location

GB-GB-Wilmslow

Work Locations

Wilmslow

Job

One Aldermore Default Job Family

Organization

Aldermore BU

Schedule

Regular

Shift

Standard

Job Type

Full-time

Job Level

Day Job

Job Posting

May 24, 2021, 8:57:28 AM
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Deadline: 21-06-2024

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