انتهت صلاحية هذا الإعلان الوظيفي
انتهت بتاريخ ٢٧ مارس ٢٠٢٦
وصف الوظيفة
The purpose of this role is to carry out performance-related coaching and development activity with Digital Support Specialists within the Digital Support Team. They will effectively drive individual performance improvements within the team, as well as using analysis and interrogation of performance data to provide improvement and transformation suggestions to the wider Digital Team.
المسؤوليات
- Create individual performance improvement strategies for specialists
- Complete remote and side-by-side observations
- Review interactions across multiple contact channels (telephony, webchat, social media, email)
- Take analytical data and understand the key behavioural changes required to drive improvements
- Assess contacts for compliance with FCA Regulations and TCF principles
- Provide constructive, action-orientated feedback
- Monitor, report on and articulate performance improvement measures
- Research and review new emerging coaching theories and practices
- Develop an extensive knowledge of the current procedures and processes
- Attend benchmarking exercises
- Create summary reports on individual and overall Digital Specialist performance
- Analyse operational data such as contact disposition and repeat contact
- Work with Training function to provide feedback on induction success
- Organise and conduct team huddles and review meetings
- Deputise for the Digital Support Team Leader where required
المؤهلات
- Proven track record of delivering customer focussed outcomes in a regulatory environment
- Previous experience of working in a Customer Facing support function to a high standard and or in a Quality or coaching function
- Ability to work with complexity and understand technical architecture of the Bupa Digital Propositions
- Excellent understanding of feedback and coaching methodologies, as well as their practical application
- Strong attention to detail
- Demonstrate excellent problem-solving skills and initiative
- Organised and able to prioritise workload
- Knowledge of TCF principles, ICOBS, FCA complaint handling requirements, T&C principles and the Financial Ombudsman Service