-Provide real time sales and knowledge support-Support escalation calls and provide coaching and feedback where needed-Support new Agents during and immediately after completion of induction through coaching and developing their skills and knowledge. Provide immediate development QA feedback and agree effective coaching plans-Provides flexibility through completing call taking activities as a part of BAU activity to ensure relevant, current knowledge and to maintain customer service and sales skills-Give feedback to enhance Agent and team performance. To have an in depth understanding of the Agents performance (using appropriate data available) and coaches to improve performance-Review intraday performance and focus the team on areas of need-Support with additional coaching requirements within the team, sharing expertise, best practice and acting as a mentor for others-Works with L&D during call-taking activities in Induction-Hold team huddles when required-Deputise for Team Leader as required-Role model behaviours to drive our professional standards and coach people against those-Maintains a focus on continuous improvement and works closely with other Performance and knowledge Specialists and support functions such L&D -Build and maintain key relationships with stakeholders across the business to support your team effectively and promote our “individually amazing, collectively brilliant” culture