DAMS
Customer Experience & Quality Coach
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Location: Burscough, Ormskirk
Salary: Competitive
Contract Type: Permanent
Position Type: Full Time Monday to Friday
Direct Accident was formed in 1996 to assist clients who had been involved in road traffic accidents caused by another party. In that time, we have helped thousands of clients by taking away the worry and inconvenience that inevitably result from an accident caused by somebody else.
We are seeking an experienced and empathetic Customer Experience & Quality Coach to support the standard of customer interactions across our business. This role will play an important part in ensuring our customers receive consistently high-quality, professional, and compassionate service.
This is an exciting opportunity for someone who is passionate about the work they do, the service they provide and getting the best results for their clients.
We are looking for someone who is positive, energetic and enthusiastic, a problem solver and someone who can work as part of a tight team and using their own initiative. You will be responsible for ensuring that you provide an excellent service to your stakeholders and ensure that everyone has a positive experience by delivering an outstanding service.
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Responsibilities To Include
- Call Monitoring & Quality Review — conducting regular call audits to assess service standards, identify strengths and development areas, ensure compliance with internal processes, and maintain a consistent customer experience across the team.
- Coaching & Development — providing structured feedback, one-to-one coaching sessions and ongoing support to help team members improve performance, build confidence and develop the skills needed to deliver high-quality outcomes.
- Recognition & Performance Tracking — monitoring individual and team performance metrics, recognising achievements, reinforcing positive behaviours and ensuring targets, KPIs and service levels are consistently met.
- Quality Assurance & Continuous Improvement — analysing trends, identifying process gaps, recommending improvements and implementing best-practice initiatives to enhance efficiency, accuracy and overall service delivery.
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About You
- Experience in quality assurance, call coaching, customer experience or training, with the ability to assess performance and drive service standards
- Strong understanding of customer service excellence and how to embed best practice across teams
- Exceptional communication and interpersonal skills, with the ability to build rapport and influence positively
- Skilled in delivering constructive, motivating and supportive feedback that encourages improvement
- Highly organised with strong attention to detail and accurate record-keeping to support compliance and performance tracking
What We Offer In Return
- A competitive salary
- 22 days holiday + your Birthday off + plus 8 bank holidays.
- Income protection, dental plan, critical illness cover & death in service cover
- Employee Assistant Programme.
- Workplace pension scheme.
- Free onsite parking
- The opportunity to develop a rewarding and successful career
For further enquiries relating to this vacancy please contact: SJowett@bondturner.com
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