Customer Services Coach

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.
  
  Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.
  
  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.