Development & Quality Coach

Job Title: LG Development & Quality Coach

Vacancy reference number: 00416

Salary: £22,036 - £25,710

Location: Office Based - Burnley

Contract type: Permanent / Full Time 37 hours per week

Love to help support people to GROW!

Have a passion for learning and development?

Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:00-5:00 and don’t work Bank Holidays!

If all of the above is yes, this role could be for you…

Your new job description:

We currently have a number of opportunities within the Quality & Training Department for Customer Services Supervisors!

You would be responsible for delivering training to new to business colleagues and upskilling of colleagues, who deliver a mixture on face to face services to our customers, over the phone services on behalf of our clients who are numerous local councils.

Work alongside a team who have a continuous improvement ethos! Your role is pivotal, as you will be equipping our colleagues with the right tools to support our customers, some of which are classed as highly vulnerable.

Help to deliver Quality Excellence by supporting our quality monitoring process, building on themes and trends and creating a pro-active environment with customers and colleagues at the heart of everything we do.

Liberata is an AWARD WINNING outsource company, this means you will support us to work alongside our Client’s to ensure we are caring for our customers whilst delivering contractual agreements.

The main purpose of this post is to be part of the Quality & Training team, to support the contact centres in Lake House SSC (Barrow) and East Lancs (Burnley), Training could be either face to face, via teams and sometimes we may require you to travel to sister sites to deliver training, any travel would have expenses paid for in line with company policy.

Your Key Tasks and Responsibilities:

• Deliver all aspects of training including legislative, system & technical, Data Protection and Service Excellence.
• Support the Corporate Services contract being a point of contact for escalations.
• Support the Customer Services Advisors with customer queries and escalations.
• Maintain a working knowledge of changing legislation and customer services processes.
• Perform quality monitoring as per the standards set in the Quality Management Framework ensuring accurate information is provided to customers at all times.
• Work closely with the Quality & Training Manager to develop training solutions aimed at promotion of on-line services and digital take-up.
• Coach and mentor Customer Service Advisors.
• Be prepared to answer calls as and when required to support service lines.
• Provide floor walking support.
• Support and deputise for Team Leaders within the opening hours of the services; ensuring KPI targets are met and assisting with call queue management.
• Adherence to all applicable Company policies and procedures.
• Adherence to Liberata’s Health and Safety Policy and procedures
• Lead/assist in incentive and motivational schemes.
• Perform general admin tasks, create and update training material.
• Travel to other office locations to support with training and project related activities which may include overnight stays from time to time.

Key Deliverables:

• Ensure individual performance targets are met.
• Ensure individual quality targets are met.
• Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards.
• Observe confidentiality and data security of document handling.

Requirements for the Role

• Experience working on Revs, Bens and NNDR
• Experience applicable to the role and responsibilities.
• 5 GCSEs or equivalent (A-C in English & maths.)
• Competent with IT Systems.
• Flexible for travel.
• Excellent Communication Skills.
• Willing to undertake any further training to enhance knowledge/competence.

Desirable

• Trainer/Coach Qualification CPID or equivalent.
• Trainer/Coach experience 1 year +
• Driving Licence

What’s in it for you!

Not only do you get to join an award winning business, you are joining at an exciting time as we are reviewing and developing our services!

Our Staff Benefits Include

• Monday to Friday working
• Bank Holidays
• Working only between 8:00 – 5:00
• Free eye tests
• Close to local Bromley south and north station
• Discounted car park for Liberata staff at our Burnley site
• 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our employees are motivated and we realise their potential, challenging them to learn and to embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award winning service with our Customer Service Agents being an integral part of our team.

To comply with the government’s Baseline Security Personnel Standard Verification process, this role is subject to completion of a Disclosure Scotland check.

If you would like to apply for the vacancy please forward your CV and a covering letter stating why you think you are suitable for the role. Please quote the Job Title and Vacancy reference number within the subject heading.

The closing date for this vacancy is: 17th May 2023

www.liberata.com

Liberata is committed to encouraging equality, diversity and inclusion whilst promoting talent; not just in our recruitment practices, but ensuring that all individuals have the opportunity to reach their potential.

Job Types: Full-time, Permanent

Salary: £22,036.00-£25,710.00 per year

Benefits:

• Company pension
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Burnley, Lancashire: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Do you have any criminal convictions which are not regarded as spent under the Rehabilitation of Offenders Act 1974?

Education:

• GCSE or equivalent (preferred)

Experience:

• Revenues & Benefits: 1 year (preferred)
• NNDR: 1 year (preferred)
• MS IT Systems: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)
• Trainer/Coach Qualification (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Application deadline: 17/05/2023
Reference ID: 00416