Professional skills coach

Map out annual training plans for management, HR, customer support and more. Design and develop training programs (outsourced and/or in-house). Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes). Market available training to employees and provide necessary information about sessions. Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed. Use known education principles and stay up-to-date on new training methods and techniques. Design prepare and order educational aids and materials. Assess instructional effectiveness and determine the impact of training on employee skills and KPIs. Gather feedback from trainers and trainees after each educational session. Partner with internal stakeholders and liaise with experts regarding instructional design. Maintain updated curriculum database and training records. Host train-the-trainer sessions for internal subject matter experts. Manage and maintain in-house training facilities and equipment. Research and recommend new training methods, like gamification

To ensure control of administration matters for allocated teams ensuring service level and departmental targets are met. To maintain own claims portfolio to ensure each claim is dealt with in line with company procedure and within service standards from intimation through to settlement stage, in line with agreed authority. To ensure correct work allocation throughout unit and maintaining work conditions reports. To allocate newly reported claims to team as allocated. Communicating via telephone and written correspondence with policyholder, keeping them updated of all material developments, witnesses, engineers, insurers, uninsured loss companies, hire companies, audio suppliers, vehicle repairers, solicitors, compensation recovery unit, Police authorities and third party’s in order to bring resolution of claim. To ensure correct validation and registration of claim ensuring policy is operational. Realistic inputting and prompt updating of claims reserves onto relevant claims management systems. Audit responsibility for unit and others as directed by Management. Carrying out appraisals and reviews of allocated staff, including monthly 1-2-1’s. Compliant handling as allocated. To ensure telephony abandonment rate is no greater that 5%. To ensure that 80% of calls are answered within 20 seconds. Collation and reporting management statistics as required. Complete monthly team meetings. Address performance, sickness etc. in line with HR Policy. Produce monthly MI on customer call volumes weekly, monthly, quarterly and yearly. Ensure that you are meeting customer’s fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers interests at the heart of how we do business. Ensure completion of all training as mandated by the company and regulated by the FCA/SRA

My main duties as team manager are to ensure the Sales Agent generate the required leads needed on a monthly to basis to suit the business needs. To do this I hold regular one to ones with each of the staff to update on progress and establish areas of development or re-training if required. I will hold regular coaching sessions with my agents to help improve in areas highlighted. Each week I monitor a minimum of 3 call recordings for each agent and score them between as appropriate and address any issues highlighted. I hold morning and mid day team meetings with my staff updating them with any updates or changes they need to be aware of and also highlight the previous gone wells. I keep an update report of my staff’s performance and records to ensure full support can be offered to my team at any point within the month. I also support my team with weekly catch ups to check the well being of each agent. I also have to manage under-performing agents with performance/attendance plans and also monitor capability processes when required.

Coach, assess and maintain the minimum caseload of LSC, ELWa and SE funded learners to enable them to achieve their NVQ qualification and work based learning framework by:Assessing learners’ NVQ qualification achievementDelivering and assessing underpinning knowledge/ Delivering and assessing Keyskills qualificationsProviding coaching, guidance and mentoring to the learner, their work place assessor/ supervisor and their employer as requiredMonitoring learners’ progress in the other components of their framework (i.e. technical certificates and any sub contracted delivery) to provide assistance in the recruitment of learners. Monitor all learners at their workplace in accordance with their framework pathway, as per Company procedures. Assist in the marketing of the Company’s programmes to potential learners and employers Communicate/update key people on areas effecting delivery of contract. Monitor employer’s premises and implement appropriate health and safety requirements, including accident investigation where necessary Maintain and build on existing and new employer/learner relationships. Ensure all documentation the Vocational Coach is obliged to complete is accurate, on time and fulfils all contractual and statutory obligations and the Company’s Operations Procedures. Undertake any self-development identified in appraisals and personal training and development plans. Undertake all tasks and responsibilities specified in the Company’s operations procedures, working instructions, and current employment and health and safety legislation and regulations. Work closely within the team to ensure business growth, delivery of work based learning contracts and achievement of agreed targets