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Customer Delivery Coach The purpose of the role is to drive customer experience and capability uplift across Customer Delivery. This role will work closely with People Leaders providing coaching, support and guidance to ensure our customers experience quality conversations, ensuring we meet our regulatory requirements, and drive shareholder value.
We are looking for a Nominated Representative Coach to join the Customer Delivery team at TSB in a Permanent Full Time Capacity.
You will have:
A background of success within a Sales and Customer Experience focused environment
Experience as a successful leader and coach of sales and/or Customer service teams
Strong knowledge of Financial Advice Regime and AML
Excellent interpersonal, communication and social skills
Demonstration of burning passion for developing others
To be successful in this role you will have the ability to:
Increase our people's competencies and capacities significantly, focusing on Nominated Representatives (all frontline channels and Managers) and Aspiring Nominated Representatives to achieve TSB, customer, and regulatory goals.
Help create and implement a blended learning curriculum that includes process, interview/conversation, and product knowledge. To succeed, you must observe, coach, model, and role-play the routines, coaching, and leadership exercises.
Promote and support modifications to the financial advising regulations, as well as any regulatory changes or areas that have been recognized for coaching.
Work together with Risk, Capability Coaches, and Learning Specialists and provide them feedback.
Collaborate with the coaches and frontline leaders to improve the coaching, leadership, and customer experience abilities of TSB.
Create, develop, and design tools in cooperation with Risk and Learning Specialists to enhance advice performance and competency throughout the business.
Ensuring adherence to pertinent legal requirements, such as the Property Law Act, the Code of Banking Practice, and the CCCFA, among others.
Assist in implementing the modifications, making sure they are comprehended and implemented correctly.
Assume responsibility for leading, coaching, and mentoring the competence learning routes and customer conversational framework.
Coordinate learning and development with the facilitation, leadership, and development of key training programs.
Who are we?
At TSB, we're small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with.
We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers.
By working with us, you'll be a part of a profit for purpose organisation. We're 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi's transformational impact in our community.
We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That's why we're committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.
Applications close Friday 27th September 2024 and will be reviewed as they come in.
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