Salary

£27,978.41

Main Accountabilities

• Use your knowledge of the business, our products, and our customers to effectively coach and develop new and existing members of staff across all customer interaction channels.
• Support AYS Advisors and Team Managers with escalation calls, product guidance, administrative tasks, and floorwalking.
• Act as a subject matter expert across all areas of the AYS centre, including Premier, CX, Freshworks, Shamrock, Sherlock, WFM platforms, and telephony systems.
• Consistently promote AYS values and the “I am Addison Lee” ethos across the floor at Addison Lee.
• Maintain up-to-date product knowledge by performing daily groundwork activities such as taking calls and answering emails and regularly testing both yourself and fellow coaches.
• Demonstrate innovation, adaptability, and flexibility by suggesting improvements to processes and ways of working.
• Create and publish AYS communications covering updates, changes, and key reminders.
• Conduct regular compliance checks on call and email quality, proactively identifying inconsistencies, knowledge gaps, or training needs.
• Build strong working relationships with key stakeholders, particularly across all departments within the AYS centre.
• Conduct and lead monthly engagement activities for our night staff.
• Manage staff absence, lateness, and adherence in line with business expectations.
• Lead with positivity and complete clear operational handovers to ensure business continuity.
• Confidently support team queries while maintaining control of administrative responsibilities.
• At times, you may be required to conduct lone working and must remain confident in decision-making, escalation handling, and maintaining operational continuity during these periods.

Person Specification

• Experienced as an Advisor, previous coach, or Team Leader in a fast-paced contact centre environment.
• Demonstrates how you identified a need for improvement in a process, a team, or a customer centre.
• Able to give detailed examples of delivering outstanding customer experiences or handling complaints.
• Internal knowledge of the multiple areas of our business products, processes, and departments is desired but not essential, as full training will be given during the probationary periods and beyond.
• Can work well under pressure, showing resilience and exceptional time management skills.
• Advanced levels of attention to detail with a skill in spotting inconsistencies or mistakes.
• Skilled in providing exceptional levels of customer service to the B2C and B2B sectors.
• Ability to prioritise a workload, whilst being extremely organised and efficient.
• Confidence in your ability to use IT programmes (e.g. Microsoft Packages).
• Excellent communication skills, both verbal and written.

Benefits

• Up to 5% Bonus
• Life Insurance (Death in Service)
• 2 days paid volunteering leave a year
• Private Medical Insurance & Travel Insurance (after 1 year)
• Wellness Program
• Cycle to Work Scheme
• 33 days Annual Leave (incl. bank holidays)
• Extensive retail discounts via Each Person (e.g. 5% off most major supermarkets)
• Support with Professional Training and Qualifications via Apprenticeships
• Season Ticket Loans, Discounted Cabs and Courier services (within London)

Equality and Diversity Information

Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community.

Addison Lee are a Disability Confident employer, we have made commitments to employ, keep, and develop the abilities of disabled staff.