JPMorganChase
Customer Service Quality Coach
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Customer Service Quality Coach
Quality Coach – JPMorgan Personal Investing Client Service
JPMorgan Personal Investing, Europe’s leading Digital Wealth Manager, with over £10 billion in Assets Under Management and 300,000+ global investors, operates efficiently with the agility of a startup within a leading financial institution. We’re dedicated to ethically disrupting the UK financial services market by empowering customers to maximise their investments through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital banking in the UK, specialising in customer-centric offerings for investments and digital wealth management.
As a Quality Coach, you’ll develop team members to deliver exceptional service, ensuring clients receive clear, consistent, and high-quality outcomes. You’ll review client interactions across phone, chat, and email (both retrospective and real-time), balancing client experience with regulatory and operational requirements while driving continuous improvement in training, process frameworks, and overall service excellence.
Key Responsibilities
- Support and develop a team dedicated to delivering an exceptional service standard
- Review and improve coaching frameworks, processes, and procedures
- Identify and implement process improvements, serving as an SME (Subject Matter Expert) for key projects
- Stay updated on regulatory changes, new training, and job-specific enhancements
- Foster a winning culture through positive praise, recognition, and performance incentives
- Oversee development plans, curating and updating content to supports learners’ growth journey
- Manage workloads, prioritise tasks, and escalate risks/issues to management in a timely manner
- Build and sustain strong stakeholder relationships, nurturing collaboration across the firm
- Provide technical guidance on process and technology initiatives
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Essential Qualifications
- Experience with investments, ISAs, and pensions
- Proficiency using Salesforce
- Strong verbal and written communication skills, with influenceability to drive change
- High-capacity analytical and research skills, with a detail-oriented approach
- Ability to deep-dive into issues, resolving them effectively for all stakeholders
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About J.P. Morgan
J.P. Morgan’s first-class business in a first-class way philosophy shapes every client relationship we cultivate. Our global leadership in financial services—guiding corporations, governments, and high-net-worth individuals—relies on the diverse talents of our employees.
At J.P. Morgan:
- We champion diversity and inclusion, ensuring equity for all.
- Equal opportunity is guaranteed; discrimination of any kind is strictly prohibited.
- Reasonable accommodations are made for religious practices, mental health, and physical disabilities.
Visit our FAQs for more.
Our Teams in Action
Our operations and corporate functions shape innovation and excellence, from finance, risk, and HR to consumer-centric service solutions. Our technology-driven teams pioneer cutting-edge capabilities like app-based investing and seamless service models, ensuring clients always stay ahead of the curve. By reinforcing team empowerment, user insights, and risk intelligence, we deliver an unparalleled experience.
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