Leadership Coach

Posted on Jan 23, 2019 by Anonymous

Leeds, Leeds United Kingdom
Call Center & Customer Service
Immediate Start
Annual Salary
Full-Time
Leadership CoachLeedsCirca 28k depending on experience + benefits About the role:This key leadership role within the Samsung team is about unlocking potentialThis is an exciting opportunity for an experienced leadership development professional to join our team in Leeds. Our operation supports Samsung customers with general enquiries, technical troubleshooting and complaints management; and we're passionate about delivering the premium level of customer experience you'd associate with a leading global brand like Samsung. Demonstrating an advanced level of customer service that extends beyond basic service activities to include a more personalised and customised approach that create a customer-centric business atmosphere.You will share that passion and will use your skills and knowledge to support our operational leadership team to deliver the highest levels of support to their teams, to enable their teams to deliver a premium customer experience. We will give you expert training and support in a high end environment to make sure you are set up for successYour primary focus will be the coaching and development of our Team Managers, including providing guidance and support as they work towards an apprenticeship programme. The Team Manager role is one of the most demanding in any contact centre operation; you will recognise the challenges of the role and will mentor each individual, supporting their development and helping to equip them with the skills and confidence to excel. You'll take great pride in seeing people thrive with your support, and will get the opportunity to utilise all your experience and inspire our leaders to realise their full potential. You will work with our learning and development colleagues to create and deliver a high-quality coaching programme for the apprenticeship programmes that will drive continual participation and performance. You will support and guide our Team Managers through training as they progress through the apprenticeship programme (CMI Level 5 NVQ in Management & Leadership Development), helping to prepare them for assessments and exams.A passion for excellence is a prerequisite for the role. You'll understand the positive influence your role can have on operational performance and how you can help us to deliver a premium customer experience.What you will do:• You'll be a great motivator, capable of inspiring colleagues• You will be a key member of the Senior Leadership Team, talking to and about the Talent pool that is naturally being created through your work• You lead by example, happy to face into difficult conversations with the goal of creating premium interactions at every level• You'll be enthusiastic, self-motivated and highly confident, with a passion for excellence• You'll be an experienced coach with the ability to deliver training via different mediums• You'll be innovative and creative helping you find new ways to create and deliver engaging content to keep things interesting• You'll be good listener, curious, with strong analytical skills helping you identify individual needs• You'll have a flexible approach, able to tailor the way you work to get the best results for each individual• You'll have excellent planning and organizational skills• You'll be highly engaging - with the ability to enthuse a diverse audience• You'll be a great facilitator, able to elicit participation from different personalities Your experience will include:• You will have experience of contact centre operations and a strong appreciation of the demands of the Team Manager role• You'll have a minimum of two years' coaching experience at a managerial level • You'll have formal learning and development qualifications• BSc/BA in a relevant field is desirable• You'll have a demonstrable commitment to ongoing personal development to extend your L&D capabilities• You'll have a passion for technology - after all you'll be representing a leading global technology brand…. About Samsung:Since its founding in Suwon, Korea in 1969, Samsung Electronics has grown into a global information technology leader, managing more than 200 subsidiaries around the world.Samsung pledges to create and deliver quality products and services that enhance convenience and foster smarter lifestyles for its customers around the world. Samsung is dedicated to improving the global community through its constant pursuit of ground-breaking innovations and value creation.Samsung Electronics, our products, our people and our approach to business are held to only the highest standards so that we can effectively contribute to a better world.What next?Looking to go further? Click apply now to a short application and send us your CV.| Look Closer. Go Further. | Follow Capita on Capita on Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

Reference: 620011809

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