Performance Coach

Location
Camden, London (Greater)
Salary
£33,122 - £38,423
Posted
07 Aug 2019
Closes
25 Aug 2019
Ref
190000IC
Contract Type
Full time

We have over 27 CSO’s in the Repairs section of Property Services who between them have over one hundred thousand customer conversations every year.

The repairs and operations performance Coach plays a crucial role in ensuring Camden citizens receive an exceptional service when contacting Camden Council.

You’ll be responsible for coaching our Customer Service Officers (CSO’s) and improving processes, which will enable us to deliver excellence with every customer contact. You will identify knowledge gaps and develop CSO’s which will have a direct impact on the service received by our customers.

In this role, you’ll work with Team Managers to co-create development plans with each CSO, including coaching and development sessions and lead on supporting new staff. You’ll be part of a wider team, who will work together on developing capabilities, skills and knowledge throughout Property Services, and enable CSO’s to become the best they can be by delivering the highest level of customer service to our citizens with an aim to getting the issue resolved first time round.

This role will constantly look for ways to improve customer service through coaching, having better customer conversations, and re-designing how we deliver services to citizens and improving various other processes.

  • You’ll have strong experience and ability in coaching with a toolbox of techniques to improve agent performance. Ideally, you’ll have a customer service background with experience in delivering inductions and on-going coaching development.

  • You’ll have experience in improving processes and re-designing how things work; showing innovation and tenacity in approaching things differently.

  • You’ll be a people person who is respected by teams due to your clear and personable communication, knowledge and skill.

  • You’ll have proven experience in delivering multiple priorities at the same time and proven at delivering high performance

  • You’ll be someone who is able to work alone, and more importantly as part of a team. This role requires someone who is great at and enjoys building relationships with a range of people and roles.

  • The ability analyse the skills gaps and know how to provide the most effective coaching is essential.              ​

About Camden 

Camden’s main offices are located in modern, award-winning offices at King’s Cross. You can expect an exceptional range of benefits including discounted access to the onsite leisure facilities with swimming pool, recognition and reward for high performance with progression and pay increases, flexible and agile working hours and access to a leading pension scheme.

Camden is proud to be the country’s first Timewise council and as part of this accreditation, we work to help parents balance work with childcare. This fits in with our aim to be leaders in innovative, flexible and part-time working that allows for different patterns of care and for parents to share childcare responsibilities.

Click HERE to see the full details of our excellent benefits

Make it work for you. Make it your Camden. 

Discover and Diversity 

To “discover” more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website

How to apply

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application form you will be expected to explain how you meet the key requirements for this role listed in this advert. When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience. When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions. 

Camden is committed to making our recruitment practices barrier-free and as inclusive as possible for everyone. This includes making adjustments or changes for people who have a disability or long-term health condition. If you would like us to do anything differently during the recruitment process, or provide any information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk, or post to 5 Pancras Square, London N1C 4AG.

Closing dates for applications: Sunday 25th August 2019 23:59

Interviews to be held: TBC

Please quote reference: 190000IC

To view the Job Profile please click HERE  

Camden welcomes new employees on a monthly basis; next available dates for induction are 19th August, 16th September and 21st October 2019