Customer Services Coach : Bi

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading financial services provider in Johannesburg seeks a Customer Services Coach to enhance the performance of call centre consultants. The role involves coaching, developing training programs, and ensuring alignments with training goals and compliance standards. Ideal candidates will have a solid foundation in customer service coaching and related qualifications in training and development.

Qualifications

• 2-3 years experience within a customer service and/or claims environment as a coach.
• 2-3 years short term insurance industry experience.

Responsibilities

• Develop training courses to fill gaps in existing programs.
• Provide one-on-one coaching to improve performance.
• Align internal stakeholders to ensure training relevancy.
• Conduct Coaching Needs Analysis to identify learning needs.
• Build effective working relationships within internal departments.

Skills

Coaching Development

Verbal and Written Communication

Planning and Organizing

Assessment

Presentation skills

Computer skills

Reporting

Education

Grade 12 / SAQA Accredited Equivalent

FAIS recognized qualification

RE 5

Diploma or certificate in coaching or training

Job description

Customer Services Coach

BI page is loaded. Locations: Gauteng, Johannesburg. Time type: Full time. Posted Yesterday. End Date: November 11.

• Job Requisition ID: JR (4 days left to apply)

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end‑to‑end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best‑in‑class call centre techniques in order to support an excellent delivery of the customer experience.

Responsibilities

• Customized Coaching Plan and Delivery: develop training courses to fill gaps in existing programs, methods or tools.
• Run training programs for specific technical areas using prepared content.
• Provide one‑on‑one coaching to improve performance (product knowledge, policies, procedures, and compliance).
• Ensure that each consultant is guided and coached in accordance with the measures, goals and objectives set for them.
• Align internal stakeholders (Learning and Development Department) to ensure training stays relevant.
• Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process, scripting, product knowledge etc.
• Ensure that consultants are aligned to the brand‑specific people programme through the management of the onboarding process for consultants.
• Coaching Needs Analysis: support the identification of learning needs by analyzing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions.
• Identify coaching opportunities by considering the end‑to‑end customer experience failures.
• Operational Compliance: develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Identify, within consultant's performance, instances of non‑compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.
• Work Scheduling and Allocation: organize own work schedule each day in line with changing priorities.
• Insights and Reporting: extract and combine data to generate standard reports, provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement.
• Present findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives.
• Internal Client Relationship Management: build effective working relationships within the internal support departments within the organization, delivering high‑quality professional services.
• Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs.
• Performance Management: prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
• Personal Capability Building: develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential.
• Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• TECHNICAL COMPETENCIES: Coaching Development, Verbal and Written Communication, Planning and Organizing, Action Planning, Assessment, Presentation skills, Policy and procedures, Computer skills, Reporting, LMS, e‑learning and computer‑based training – provide technical guidance as required.

Education

• Grade 12 / SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification (Essential)
• RE 5 (Essential)
• Diploma or certificate in coaching or training (Essential)
• Relevant degree in coaching or training (Advantageous)

Experience

• 2 – 3 years experience within a customer service and/or claims environment as a coach (Essential)
• 2 – 3 years short term insurance industry experience (Essential)

Our Work Experience is the combination of everything that's unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it's our people.

Our employees are self‑disciplined, hardworking, curious, trustworthy, humble and truthful.

They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.