Coaching Specialist

**Overview**
- The role is responsible for supporting the ongoing capability development of contact centre Customer Service Officers to ensure that a consistently high level of service is delivered to the client base, in accordance with agreed Service Level Agreements and assigned business benchmarks.- The role will work closely with the Training Manager and contribute to the design, development and delivery of training programs.**Key Accountabilities and main responsibilities**
- Strategic Focus- Provide coaching to uplift performance of Customer Service Officers through targeted interventions where performance gaps have been identified and additional support for new starters
- Support Customer Service Officers to deliver high quality customer service on inbound and outbound calls and/or administration items through training and guidance
- Supporting Team Leaders to improve their quality of feedback and communication of best practice to Customer Service Officers
- Support best practice initiatives to uplift individual and team capability and skillsets
- Implement strategies to cross-skill team members and enhance process efficiency
- Proactively engage with Training Manager to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience
- Engage with Training Manager to discuss, prioritise, and implement training requirements
- Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Contact Centre and Services Managers and make recommendations for updates and improvements
- Support the facilitation of training programs through alternative delivery methods
- Contribute to the design, development and continuous improvement of training programs or content
- Support engaging and value add learning opportunities for Link Group team members to develop technical expertise and enable continuous learning and career development
- Assist specialists in providing technical support to team members such as resolving complex customer enquiries, complaints, and escalations
- Operational Management- Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Provide technical support to Customer Service Officers in resolving complex customer enquiries, complaints and escalations
- Investigation and ownership of complex member queries
- Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to Customer Service Officers
- Work with other internal teams to identify training gaps and improvement initiatives
- People Leadership- Work closely with the Knowledge Management team to analyse trends to identify and address learning gaps across Contact Centre
- Align coaching with the existing quality framework
- Support consultants to provide feedback, support and to develop their capability.
- Assist with change management including communication to staff and meetings
- Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
- Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.
- Governance & Risk- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices
- The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.**Experience & Personal Attributes**
- A coaching mindset with a passion for developing the capability in others
- Strong communicator with ability to influence others to driving change
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs
- Inclusive and collaborative
- A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability implement innovative and current practices
- Significant experience in relevant APAC Operations policies, processes and systems
- Ability to work under pressure and maintain set target levels
- Tertiary qualifications in business or a related discipline
- RG146 qualification or equivalent

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

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