Call Quality Coach - 36 hours

Job summary

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 on a full time, permanent basis in our Head Office in Leamington Spa.

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 UKs largest independent womens reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment and fertility services. We specialise in evidence-based, not-for-profit care reproductive healthcare.

Working with us:

We are always on the look out for talented special people to join the BPAS team.

Alongside a supportive and friendly working environment, BPAS has generous benefits including life assurance cover at 3 times salary, 34 days annual leave per year and a defined contribution pension scheme you will also have access to our employee benefits programme through BHSF which includes special health and wellbeing services, as well as lifestyle offers for you and your family. This includes various salary sacrifice schemes, counselling services and free private GP appointments.

For our clinical roles, a full clinical training package will be provided along with comprehensive support. Nursing and midwifery colleagues will have the opportunity to train in first and second trimester sonography scanning as well as contraception fitting and STI testing. For units offering a surgical service you could also gain experience in conscious sedation and general anaesthetic treatment in our operating departments.