Heritage Quality Coach - Telford, United Kingdom - Phoenix Group

Phoenix Group
Phoenix Group
Verified Company
Telford, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Type: 12 Month FTC


Location:
Telford (office based).


Flexible working:
All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.


Salary :
starting £24,693 plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more


Closing Date:


We have an incredible opportunity to join us here at Phoenix Group as a
Quality Coach within our Customer Services Function.


Who are we?
We want to be the best place that any of our 8,000 colleagues have ever worked.

We're the UK's largest long-term savings and retirement business.

We offer our 13 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£310 billion of assets under administration.

We're a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we're not done yet.


The role


You will be required to check the quality and accuracy of customer response in line with the quality framework in a timely manner and in line with SLA's.

This will require approving or rejecting this work depending on its fitness for purpose, accuracy, and compliance both with external regulations and internal process rules.

You will be required to consider the whole customer journey to date, including any need for urgency or solutions to cater for vulnerability.


Your day-to-day responsibilities will include:

  • Completing telephone call critiquing to the agreed quality framework standards, providing coaching and feedback where required to ensure customer outcomes are continually improved and colleague competency meets the needs of our customer requests.
  • Coach and support customer service colleagues in the completion of good quality, compliant customer outcomes via the customer channel of choice, targeting any areas for training or improvement and ensuring accurate information is input and maintained on the administration system.
  • Support coaching of new recruits in to either the company or the team in how to deliver service excellence and support in their learning and development by sharing knowledge and best practice
  • Identify trends revealed from quality checks, breaches and complaints and recommend to the team leader and process owner, ways to improve quality at individual team member level and at process level.
  • Authorise contractual policy transactions, in line with our Company Authority Database, demonstrating segregation of duty and quality feedback where errors are made.

What are we looking for?

  • Previous experience working within the financial services.
  • Aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships
  • Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration.
  • Proven ability to adapt to change
  • Ability to impart through feedback and coaching, key learns and recommendations to change practice or improve competence
  • Good interpersonal and communication skills with a flexible style to cater for different colleague needs
  • Selfmotivation, selfawareness, and positivity so that all team members always see a role model.
  • Judgement skills in identifying, interpreting, and scoping problems and improvement opportunities
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds.

If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.


If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix


This role is in scope of the transformation of our Reassure business by 2026.
We are extending our existing strategic partnership with the leading IT services provider Tata Consultancy Services (TCS). This means that over the next three years, we'll be moving our customers to a new technology platform. As well as this, we'll transition
some roles over to TCS's UK subsidiary, Diligenta.

This role is in scope of this work which means initially you will be employed by Phoenix Group and over time your role will transition to Diligenta.

Your recruiter will explain more about this during the recruitment process.


We're still looking for talented individuals to join us and the small number of advertised roles impacted by this will clearly state so on the job advert.

LI-ONSITE

LI-GH1
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