Quality Coach/ Specialist

Nutmeg is Europe’s leading Digital Wealth Manager, but we don’t want to stop there. We’re continuing to build our platform to help us achieve our mission of being the most trusted Digital Wealth Manager in the world.

As a Quality Coach you will be involved in development of our front-line Client Service Associates at Nutmeg. People development should be your passion. You will review retrospective and real-time interactions over call, chat and email from our clients and ensure they have received the best possible outcome. With many factors to consider including that from our regulators, this is an exciting role where your customer and people obsession will be critical to your day-to-day role. Your ability to provide inspiring feedback will be crucial to the development of our people, our culture and our business. With continuous improvement at the heart of our operation,  you will be involved in projects to ensure we continue on our exciting journey of growth at Nutmeg. Prior experience in a fast-paced, client-facing contact centre or equivalent position would be an advantage in this role.

Job responsibilities:

• support, motivate and develop our team in delivering an exceptional service standard
• proactively contribute to the review and improvement of coaching frameworks, processes and procedures within the operation
• Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives
• keep fully up-to-date with training or any enhancements that directly impact how we do our job
• Keep informed of and apply any changes to processes, procedures and regulatory change
• Achieve the best out of each individual and create a winning environment by regularly providing positive praise and recognition of individual/team success
• Work with development plans, owning content and updates that track the learners journey
• Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management
• Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm
• Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives

Required qualifications, skills and capabilities:

• Experience with investments, ISA’s and pensions
• Experience working with Salesforce
• Strong verbal and written communication skills with ability to influence others
• Excellent analytical and research skills, detail oriented.
• Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties