Job Title: Customer Support Specialist CoachLocation: Aldgate, City of LondonContract Type: PermanentWorking Pattern: Full Time ( 5 days onsite )About the Role:Join our dynamic Contact Centre team as a Customer Support Specialist Coach. Reporting to the Contact Centre Operations Manager, you will play a crucial role in enhancing our customer service quality. You will provide real-time feedback, performance assessments, and best practises to empower our Customer Specialists in delivering exceptional service across multiple channels. This position not only focuses on customer support but also offers a unique opportunity to develop your leadership skills with the guidance of the Operations Manager.As a champion of our brand, you will support our specialists in addressing technical queries and ensuring a positive experience for our customers, especially when they seek compensation during financial crises. Your efforts will directly contribute to fostering public confidence in the financial services industry.Key Responsibilities:Maintain high levels of customer service through various channels, with success measured via CSAT surveys and team QA results.Provide on-the-spot coaching and real-time support for Customer Specialists.Enhance the knowledge and skills of specialists to ensure they effectively communicate and resolve customer inquiries via voice, chat, email, and letters.Identify opportunities for improvement through comprehensive training on processes and ..... full job details .....