Customer Service Coach — Elevate EU Store Experience

COS; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A well-known fashion retailer is seeking an EU Customer Service Coach to enhance customer experience across stores. The role involves delivering in-store coaching and collaborating with teams to drive service excellence. Candidates should excel in customer service, sales, and training, with a focus on KPIs. This full-time role offers remote flexibility but requires office presence for collaboration. A strong commitment to values like curiosity and empowerment is essential.

Benefits

25 days holiday

25% staff discount

Discounts on everyday brands

Retail Trust membership

Pension scheme

Discounted gym membership

Cycle to work scheme

Qualifications

• Ability to provide excellent service, resolve issues, and ensure customer satisfaction.
• Skilled in understanding customer needs and handling objections.
• Proficient in designing and delivering coaching sessions and onboarding support.
• Ability to interpret KPIs to guide coaching focus.
• Familiarity with eLearning platforms and microlearning formats.
• Experience working across HR, Sales, and Store management.

Responsibilities

• Deliver in-store coaching sessions focused on COS's behaviours.
• Facilitate role‑play scenarios and mini‑meetings.
• Support Store managers and department managers.
• Monitor and drive KPIs including conversion and customer feedback.
• Collaborate with sales and HR teams to scale best practices.
• Contribute to the development of e‑learning content.
• Provide quarterly reporting and insights on coaching impact.

Skills

Customer service

Sales

Education and Training

Performance Data Interpretation

Digital learning tools

Stakeholder Collaboration

Job description

A well-known fashion retailer is seeking an EU Customer Service Coach to enhance customer experience across stores. The role involves delivering in-store coaching and collaborating with teams to drive service excellence. Candidates should excel in customer service, sales, and training, with a focus on KPIs. This full-time role offers remote flexibility but requires office presence for collaboration. A strong commitment to values like curiosity and empowerment is essential.