Service Development Coach

Department: Service and Support
Location: UK - Norwich Head Office
Require Travel: Not Required

Job Description

Join one of the fastest growing UK tech companies! Epos Now possess a market leading product and an award-winning brand, there has never been a more exciting time to join our friendly team in Norwich. We are currently looking for a Service Development Coach who will deliver successful transition from the training environment to competence as a Customer Service Advisor. You will deliver solutions for on-boarding new starters, provide on the job training and focus on the development and growth of employees within our service function. 

Duties as a Service Development Coach:

  • Coaching and developing on a one to one or group basis, to help achieve targets in line with customer experience objectives and business targets.
  • Identify skill and/or knowledge gaps and schedule appropriate trainings to resources for performance improvements. 
  • Work with management to determine training/coaching needs and Implement performance improvement plans and support the management team in coaching their staff both in a live and learning environments, to meet and exceed internal and external SLA's and KPI's. 
  • Track, monitor and evaluate all progress and achievements.
  • Address training related questions and queries from employees and develop and maintain knowledge base and FAQs for employees. 
  • Coordinate with team members to develop and implement training/coaching models at customer facing level. 
  • Maintain training documentations and make updates as per business needs. 
  • Obtain training feedback from participants and analyse and implement the suggestions. 
  • Develop best practices to improve training quality.

Requirements for Service Development Coach: 

  • Proven experience of implementing a performance coaching programme and the ability to use different learning techniques.
  • A flexible and supportive approach in your coaching style to suit everyone’s needs.
  • Ability to motivate and inspire attitude, behaviours and performance in team members.
  • Strong communication and engagement skills.
  • Take pride and enjoyment from coaching and developing success.
  • Achieves and succeeds KPIs.
  • A consistent and methodical approach when measuring coaching effectiveness.
  • Open to change.
  • Proactive in formulating new ideas to improve team and individual performance and takes ownership of researching, presenting and implementing ideas. 
  • Can demonstrate competency in upselling, sales call model and relationship management.
  • Ability to build successful and positive relationships.
  • Consistently evaluating the effectiveness of coaching/learning models and techniques used 
  • A desire to go above and beyond what is asked.

What we offer in return:

  • Salary £20,000
  • Modern offices with great facilities.
  • Increasing holiday allowance by one day per year of service.
  • Excellent training programmes.
  • Company pension with Scottish Widows.
  • Work hard, play hard environment.
  • Biannual staff parties.

Check out Trustpilot ('excellent') online for independent reviews and an insight in to our products and services and Glassdoor (4.4/5) online for reviews on us as an employer.

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