Contact Centre Performance Coach - London, United Kingdom - Financial Conduct Authority

Financial Conduct Authority

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contact Centre Performance Coach

Location:
London

Salary:
£53,300 - £58,000

Our

Supervision Hub

The Hub's purpose is to:

Prevent harm through direct conversations with consumers to identify and avoid fraud, scams and other detriment
Guide firms to understand their regulatory responsibilities and increase their compliance and standards
Deliver actionable intelligence across the FCA
We help Firms with their regulatory requirements and with new authorisation enquiries
We gather intelligence around the conduct of regulated Firms
We identify risks to consumers, referring information to specialist colleagues within the FCA

The Role

The Supervision Hub (Contact Centre) Performance Coach is responsible for delivering training and coaching, overseeing training delivery and developing the knowledge, skills, and capability of our colleagues so that they can perform their responsibilities confidently and competently.

What you will be doing- Deliver technical and behavioural coaching for supervisors to improve performance to operational metrics- Responsible for embedding skills and increasing performance through performance coaching- Deliver behavioural coaching that embeds the departments professional conversation training- Manage and take responsibility for the delivery of training programmes within the department in relation to communication skills- Engage with and provide advice and feedback to the department's extended management team, in identifying, developing, designing, delivering and evaluating targeted coaching and learning interventions which continually improve performance in line with operational metrics- Develop and embed a culture of open and constructive feedback to enable personal growth and development- Deliver coaching interventions at team and individual levels which drive sustainable behaviour change- Develop and implement performance coaching standards so that full audit information is available on coaching delivered across the department- Role model coaching standards across the department to support the embedding of sustained, positive behavioural change

What will you get from the role?- Opportunity to shape and deliver the people development approach of the department- Opportunity to share your training and coaching expertise and experience with colleagues who are keen to learn and develop Involvement in a fast paced, varied, and broad range of regulatory and system change initiatives- Opportunity to develop your own regulatory knowledge

Our competitive flexible benefits scheme gives you the opportunity to create a personalised benefits package, tailored to suit your lifecycle.

You can use this allowance to purchase additional benefits such as dental or cycle to work or you have the option top up your base salary by taking this as cash.

Core benefits that you will receive as standard are:

25 days holiday per year plus bank holidays (pro-rata)
Private healthcare with Bupa
A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age
up to 12% a month once you reach age 35)
Life assurance of eight times your basic salary
Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations.

The skills and experience you will have

Minimum- Demonstrable performance coaching and training skills- Experience in delivery of professional conversation techniques- Experience at coaching delivery- Experience in all aspects of the training cycle.

Training Needs Analysis (TNA) training design (ADDIE), training absorption and evaluation

Essential- Excellent coaching skills Experience in assessing learning absorption and identifying when further training or learning support is required- Excellent communication skills- Professional qualification in Learning & Development (CIPD)- Regulatory and technical knowledge

About the FCA

The FCA regulates the conduct of 50,000 firms in the UK to ensure our financial markets are honest, fair and competitive.

We do this to make sure markets work well for individuals, businesses and the economy as a whole. For more information on what we do, our three-year strategy can be found

here.

The FCA's Values & Diversity Our ambition is to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences.

We believe that our differences and similarities enable us to be a better organisation - one that makes better decisions, drives innovation, and delivers better regulation.

Flexible working

Useful Information- This role is graded as Senior Associate - Regulatory- This role will be based in Stratford, London- Applications for this role close on Sunday 10th September (midnight)- CV's will be reviewed W/C Monday 11th September

Recruitment Process- Assessment/Competency-Based Interv