Communication Coach

Why this job matters

The Customer Service Coach assists in the development of customer advisors through coaching programmes and assists in delivering customer value and success to achieve the Service Goals.

What you’ll be doing

1. Assists in the development and mentorship of Customer Service advocates by providing guidance specific to call/communication and workload management in order to achieve optimal performance.
2. Carries out one-on-one sessions with Customer Service advisors as well as call/communication monitoring to ensure quality standards, customer experience standards, and procedures are being followed.
3. Supports the implementation of specific Customer Service management plans, ensuring customer value realisation, retention and renewals.
4. Monitors Customer Service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
5. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
6. Contributes to the shaping of resource allocation for programme, project and services shaping the customer service team's performance and influence.
7. Works on the continuous improvement activities to improve the customer service team processes.
8. Develops training plans in conjunction with Learning and Development teams to ensure customer service excellence.

The skills you’ll need

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.