Customer Outcomes Coach — Quality & Training Leader

M&G Plc; Stirling; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading investment firm in Stirling is seeking a Customer Outcomes Assurance Coach to ensure high-quality customer outcomes through coaching, training, and quality assurance. The role requires proven experience in complaint handling and a strong understanding of financial services regulations. The ideal candidate will possess excellent communication skills and will champion best practices within a collaborative environment. This position offers flexible working arrangements and a range of benefits.

Benefits

Pension scheme of 18%

38 days annual leave

Health & Protection cover

Comprehensive parental leave policy

Qualifications

• Proven experience in serviced products and customer service within a regulated environment.
• Successful candidates must have previous experience in complaint handling.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Deliver structured coaching sessions across various functions.
• Facilitate onboarding and capability development for colleagues.
• Conduct quality assurance reviews of customer interactions.

Skills

Call Framework experience

Contact Centre experience

complaint handling experience

Clear Communication Skills

Strong understanding of financial services regulations

Skilled in coaching and training delivery

Learning agility and adaptability

Collaborative relationships building

Job description

A leading investment firm in Stirling is seeking a Customer Outcomes Assurance Coach to ensure high-quality customer outcomes through coaching, training, and quality assurance. The role requires proven experience in complaint handling and a strong understanding of financial services regulations. The ideal candidate will possess excellent communication skills and will champion best practices within a collaborative environment. This position offers flexible working arrangements and a range of benefits.