Academy Manager

Role Responsibility:

Academy Manager

£27,235.00 per annum

Hybrid role based in Wath upon Dearne, Rotherham, S63 7ER. Two days per week required on site. 

Occasional travel will be required as part of this role.

Full Time - 37.5 hours per week, Monday to Friday

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 an Academy Manager to join our team, where you will provide support and guidance to Academy Coaches and those in development, ensuring they feel supported and able to deliver effective coaching to our frontline staff. 

This is a Hybrid working role, based in Wath upon Dearne, Rotherham, however occasional travel will be required to our Hubs which include Newcastle, Liverpool and Birmingham. 

We are looking for somebody who is a visible and approachable leader, who actively and purposefully role models the G4S values and professional expectations of the business.

Key Responsibilities:

• Evaluate Academy Coaches through observation and provide tailored feedback to drive continuous improvement.
• Create a teamwork culture where the Academy Coaches feel supported and valued.
• Attend calibration sessions to ensure consistency in call handling standards across the team.
• Assist directly with customer complaints or escalations - role modeling best practice and increasing the confidence of team members.
• Drive continuous improvement in new recruits quality scores and liaise with Learning and Development and Quality teams to report trends.
• Create an environment for new recruits to feel empowered to achieve their goals, where mistakes are made and lessons are learned.
• Work with the Project Managers to ensure that large scale changes are delivered effectively and impacts are evaluated.

The Ideal Candidate:

Essential Criteria:

• The ability to build rapport and adapt communication styles to suit a diverse range of people.
• Ability to work under own initiative and plan effectively to pre-empt and counteract potential issues.
• Demonstrable experience in and have a passion for Customer Service.
• A result driven mindset while using a logical approach to your work.
• The hunger to work as a real team player and collaborate with the wider team.
• Excellent communication skills, both oral and written.

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.

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