Technical Coach

Job reference RA2857

Job summary

ReAssure Life are recruiting a Technical Coach to join our team within the Training and Planning team in the Customer Service Centre function. The position will preferably be based in Southampton on a fixed term basis. This vacancy represents an opportunity to join an ambitious organisation, within an ever-changing environment where you will discover the potential to perform and grow.

You will be responsible for developing and delivering training and coaching to inbound Customer Service Advisers, both as part of new starter training and ongoing upskilling. As part of the team you will complete regular call monitoring and auditing activities for those Customer Service Advisers, as well as supporting the Customer Service Centre department by preparing and analysing data around calls and suggesting improvements as a result.

Key responsibilities will include:

  • Providing real-time support for agents whilst they are taking phone calls
  • Updating online resources for agents in a timely manner
  • Providing training and coaching to agents to ensure they provide correct information and deliver excellent customer service
  • Ensuring call monitoring targets are met for Compliance reasons.
  • Working in collaboration with other areas of the business to ensure any changes are communicated appropriately for colleagues throughout the business.

 Key skills/experience required:

  • Strong organisation, communication, numeracy and literacy skills.
  • At least one year’s experience in a Financial Services customer service environment, or equivalent.
  • A good understanding of ReAssure Life UK products, across Life, Bonds and Pensions

Originally founded in 1963, ReAssure is a life and pensions company which buys and administers closed books of business from other companies. Built on a 2500 strong team with a wide range of skills and experience, there’s one constant running through the ReAssure business – ‘Change’. Join us and you’ll have opportunity to drive our growth and progress through your own success.

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.

Job category/type
Customer Services/Fixed Term Contract

Location
Southampton

Date posted
11/01/2021

Application closing date
22/01/2021

Applications for this vacancy have now closed