Senior Customer Service & Performance Coach (Hybrid)

Delt Shared Services Ltd; Weston-super-Mare; Hybride; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Holiday leave 25 days + BH pro rata

Pension scheme up to 10% of salary

Leave buy/sell options

Staff discounts portal

Training funding by Delt

EV salary sacrifice

Employee wellbeing programme

Résumé du poste

Delt Shared Services Ltd is seeking a Senior Customer Service Adviser in Weston-super-Mare for a hybrid role requiring about three days in the office each week. You will coach colleagues, analyse performance data and drive improvements across Customer Services and Business Support teams.

Ideal candidates will have experience in customer service, coaching, and strong communication skills, with a proactive approach to problem solving and continuous improvement.

Qualifications

• Experience in a customer service, contact centre or business support environment.
• Experience coaching, mentoring or supporting the development of colleagues.
• Strong communication and interpersonal skills.
• Ability to analyse performance information and translate findings into improvement actions.
• Excellent organisational skills and attention to detail.
• Confidence handling customer and stakeholder escalations.
• Proactive approach to problem solving and continuous improvement.

Responsabilités

• Support the delivery of high-performing customer service and business support operations.
• Monitor operational performance and identify opportunities to improve service outcomes.
• Provide coaching, feedback and development support to colleagues to help them achieve their full potential.
• Conduct quality assessments and use insight to drive service improvements.
• Manage customer, client and partner escalations to successful resolution.
• Produce and analyse management information to support operational decision-making.
• Support Team Managers to ensure resources are effectively deployed and service standards are achieved.
• Build positive relationships with service stakeholders and customers.

Connaissances

Customer Service

Coaching

Performance analysis

Communication

Organisation

Description du poste

Delt Shared Services Ltd is seeking a Senior Customer Service Adviser in Weston-super-Mare for a hybrid role requiring about three days in the office each week. You will coach colleagues, analyse performance data and drive improvements across Customer Services and Business Support teams.

Ideal candidates will have experience in customer service, coaching, and strong communication skills, with a proactive approach to problem solving and continuous improvement.