Service Excellence Coach
CurrentTo coach and maintain the delivery of a health and safety first culture, that always puts customers and Engineers at the forefront of everything we do, always maintaining their safety as the primary priority.To coach and maintain working practices that ensures compliance with all regulatory, legislative and internal Compliance requirements.To coach engineers to deliver a consistent and exceptional customer experience where we arrive on time for a job, provide a first visit fix, work in a safety first manner and communicate effectively with our customer.To assist the Service Excellence manager in the successful resolution of customer complaints, identifying the root cause of complaints, coaching engineers and developing action plans to address and improve service to our customers.To assist the Service Excellence manager by coaching and developing a team of Engineers ensuring they are highly engaged, share best practice, are supportive of each other and operate as a high performing team.To undertake and plan site coaching visits - It is expected the role will be 80% field based, field based is defined as accompanying Engineers on jobs in customer homes, travelling and meeting customers, one to one time with engineers and carrying out Health and Safety Audits & Van checks.To develop and maintain effective relationships through effective communication at all levels, to promote and encourage the delivery of company values and behaviours.To Liaise with and build effective working relationships with internal and external stakeholders, ensuring productive partnerships are always maintained.
