Academy Coach Rotherham, Barnsley £23,556.00

Role Responsibility:

Academy Coach

£23,556 per annum

Full Time - 37.5 hours per week, Monday to Friday

Hybrid role based in Wath upon Dearne, Rotherham, S63 7ER, with the need to travel to destinations in the Midlands, North East and North West for onsite training academies. Notice will be provided when travel is required and shared equally amongst the team. All travel expenses will be paid for, including accommodation if required. 

Who We Are

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people.

About the Role

We are looking for a Academy Coach to join our team, where you will provide, support, coaching and guidance to new recruits and those in development, ensuring they feel supported and able to deliver both accurate information and professional services to our customers. You will support operational delivery by handling telephone queries from customers where necessary and provide contingency and additional support to the Quality Assurance, New Hire and Helpdesk Teams where required. This is a Hybrid working role, based in Wath upon Dearne, Rotherham, however occasional travel will be required to our hubs in the Midlands, North East and North West.

Key Responsibilities

• Support, guide and coach a team of up to 15 new recruits with service line knowledge to enable them to handle customer queries
• Assists directly and as necessary with customer complaints or escalations - role modelling bes practice and increasing the confidence of new team members
• Provide support to the Quality Assurance, New Hire and Helpdesk teams to meet service needs
• and targets
• Communicate effectively and liaise with customers, relative client departments and management
• Keep accurate and timely records of all communication contacts with customers.
• Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives
• Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes
• Keep up to date and complete training as requested

The Ideal Candidate:

Essential:

• The ability to build rapport and adapt communication styles to suit a diverse range of people
• Excellent coaching skills
• Strong written and verbal communication skills
• Supportive communication and listening skills
• The ability to work effectively as a team and independently
• A positive working attitude and work ethic
• Excellent, confidential and courteous customer service skills
• Ability to work under own initiative and plan effectively to pre-empt and counteract potential issues.
• Have good time keeping skills, behaviours and a professional manner
• Be adaptable, welcoming to change and able to follow instruction
• Have good attention to detail

Benefits:

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

• Progression, training and development catered to you.
• Charity work.
• Refer A Friend incentives.
• Company pension scheme with employer contributions.
• G4S Life Assurance Scheme.
• Subsidised healthcare plan.
• Charity work- Match-IT and Payroll Giving.
• Confidential Counselling Services.
• 24/7 support specialising in health and medical.
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.