Call Quality Coach - 36 hours 12m FTC

Job summary

*Please note that this role is a 12 months FTC covering a secondment

Are you looking for your next step within a quality/supervisory role? Do you enjoy working in a busy environment where you can make a difference?

The Booking & Information Centre at BPAS are looking for a Quality Coach to join their friendly and dynamic team.Once fully trained, this role will become hybrid with 2 days in the office and 3 days from home, more details below.

The Quality Coach will always lead by example, provide coaching and support for Appointment Advisors & Admin/support staff to maintain and improve quality services. You will havea focus on continuous improvement where you will identify training and development needs in the Booking & information Centre and deliver workshops/training sessions to help your colleagues provide great customer service to all BPAS clients.

About You:

You will have experience of working in a busy call handling environment along with knowledge of telephone techniques. Coaching & training staff is something you excel in & you will have the skills to carry out call monitoring & giving feedback.

You will bring;

• Excellent communication & interpersonal skills, with the ability to remain calm in stressful situations.
• Able to lead by example and use coaching & feedback skills effectively.
• A team player with the ability to work on own initiative when required.
• Exceptional organisational & prioritisation skills along with the ability to always maintain confidentiality levels.

Main duties of the job

• Proactively identify where staff may need assistance and offer support and encouragement for them to deal with the clients efficiently and effectively.
• Monitoring of the wallboard to observe call volume activity, reallocating tasks and change advisor work queues to ensure calls are answered in a timely manner.
• Encourage and motivate staff to achieve optimum levels of performance by working to daily and weekly coaching targets and providing constructive feedback for performance improvement.
• Work with the management team to deliver training material across the Booking & Information Centre
• Dealing with complaints received about call handling and reporting these back to HOB
• Be able to adapt your style to provide tailored coaching sessions with documented feedback and provide clear objectives for improvements.
• Support operational management in providing QC floor support and coaching as required on a Rota basis

About us

British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

Working with us:

Alongside a supportive and friendly working environment, BPAS has generous benefits:

• Life assurance cover at 3 times salary
• 34 days annual leave per year
• A defined contribution pension scheme.
• You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.