Customer Experience Coach

**About the role**

As a **Customer Experience Coach** is responsible for competency uplift of Contact Centre employees by providing post training and ongoing support, feedback, and reinforcement activities. This role will provide feedback to the Team Leaders to support continuous learning and work closely with key stakeholders to identify and close knowledge or skills gaps.

This includes reviewing customer calls and performance metrics and providing key stakeholders with the information required for ongoing coaching and development of Contact Centre employees to enhance the customer experience.

This is a **Fulltime Permanent** position working within the span of hours between 8am and 6pm Monday to Friday and a 4-hour shift on alternate Saturdays between the hours of 8am to 1pm.

**What will your key responsibilities include?**
- Develop tools and guides to help employees to embrace new methods of working to ensure exceptional customer experience.
- Provide feedback and insights to contact centre leadership as required.
- Implement commercially orientated practices to ensure first call resolution for customer.
- Facilitate one on one and group coaching with Contact Centre leadership team.
- Maintain an understanding of new and ongoing business initiatives.
- Embed new processes and procedures across all functions of the Contact Centre and take action to identify and act on process improvement opportunities.
- Participate in team change initiatives in line with strategic priorities.
- Track and understand individual performance against goals.
- Support the Contact Centre Leadership team by providing exceptional customer experiences, as well as meeting risk and compliance benchmarks.
- Assist and provide support to the Contact Centre, including answering general telephone enquiries from internal and external customers.
- Support and influence employees to increase multi-channel knowledge, and capability.

**What are we looking for?**
- Certificate III Financial Services or willingness to obtain.
- Demonstrated experience in handling complex customer issues including difficult conversations and articulating reason.
- Experience working in a professional, team-based environment.
- Experience in a high-volume contact centre environment.
- Experience in a fast change oriented, technology and service driven business.
- Experience with handling requests and information from multiple stakeholders simultaneously.
- Demonstrates the ability to identify, analyse, plan, and implement actions designed to influence stakeholders.
- Demonstrates the ability to generate new and innovative ideas.
- Demonstrates the ability to clearly convey information and ideas through a variety of mediums.
- Demonstrates the ability to work effectively with others in a group or team setting to achieve a common goal.
- Demonstrates the ability to guide and inspire others to achieve a common goal.

**About us**

We're Greater Bank, part of NGM Group, and we've been helping the people of NSW and South East QLD with their banking needs for generations. Everything we do is driven by the goal of making a real difference to the communities we serve. We strive to do better, to keep surprising our customers with how good 100% customer-owned banking can be.

**What can you expect from us?**

As part of the NGM Group, employees can take advantage of the following work perks:
**Health and wellbeing**; Fitness passport, corporate health insurance and annual flu vaccination.

**Lifestyle and giving back; **Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.

**Professional advancement;** Flexible work arrangements, recognition programs and employee referral program.