Call Quality Coach – Bristol

Job title: Call Quality Coach
Location: Bristol
Contract: Permanent
Salary: £30,000
Working hours: Monday – Friday
Apply here

(Please note you will be taken to our careers site to apply)

About the opportunity

We are looking for an experienced Call Quality Coach to guide our established teams to offer the upmost quality at every customer contact point. You will need a dynamic approach to the role, advising both Subordinates as well as Managers in portraying a consistent message inline with our company Brand.

What you will be doing

  • Analyse, Identify and roll out through proactively listening in to calls from staff across all TNS functions and in conjunction with SMT, a benchmark of quality on calls, to ensure consistency of performance and evaluation to create a culture of exceptional customer service
  • Work closely with the Senior Management team to ensure first-class call handling customer experience is clarified and actively coached on ensuring regular feedback is provided to the SMT along with recommendations for improvement
  • Coach, train and provide advice to staff after regular call monitoring by phone, face to face or through the relevant manager in a timely manner to ensure feedback is quickly acted upon to ensure the quality of customer service
  • Coach new starters to ensure clarity of excellence in call handling is provided at the earliest opportunity to help develop and imbed a culture of quality call handling and customer focus
  • Build and maintain strong relationships with relevant internal and external stakeholders to ensure call coaching remains relevant and focused on customer service excellence
  • In conjunction with the Senior Management Team develop a culture of call coaching, feedback and improvement to ensure quality of customer service resulting in improved productivity
  • Exemplifying and promoting a professional and positive working environment by sharing best practice to ensure a collaborative team ethic
  • Deliver short term/one-off projects and activities as required by and to the standards and outcomes agreed with the Line Manager

What we can offer you

In exchange for your hard work we can offer you a competitive salary, 25 days holiday which increases with years of service, company pension scheme, season travel ticket loan, holiday incentives abroad and awards for excellent performance alongside the opportunity to be part of a supportive and successful team.
Our commitment to employee development through training has resulted in a World Class personalised progression pathway with Learning and Development courses to choose from in order to enhance your skills. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply.

About us

Thornbury Nursing Services specialises in recruiting and supplying exceptional nurses to NHS and private care organisations, often at extreme short notice. With over 35 years’ experience in responding to last-minute requirements, our service is fast, reliable, professional and most importantly trusted. We care passionately about our nurses and the difference they make to the lives of patients and clients.

Apply here 

(Please note you will be taken to our careers site to apply)