Service Excellence Coach - Gas

We have an exciting opportunity for a Service Excellence Coach in NE/SA/DH/CA/DL/TS/YO 

This is a Grade E role with competitive salary 

The Field Operations Team winning aspiration is that HomeServe is recognised as a great place for Customer Service.  A place where the Customer journey is effortless. Our Field Engineers are encouraged, engaged and enabled to provide effortless Customer Service. 

The Department 

To maintain and coach a safety-first culture, whereby Health & Safety standards are always adhered to and applied as a priority Responsible for ensuring that performance is effectively and continually coached against agreed service standards, process and best practice. To coach, train and mentor a highly engaged team of engineers. Record and document information to identify training needs, effectiveness of any training completed and engineer competence. 

PRINCIPAL ACCOUNTABILITIES:

• Attain and maintain knowledge and understanding of coaching models, product knowledge and business processes.
• To provide the required coaching and support for engineers to ensure they are equipped to achieve their objectives.
• To 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 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 coaching and development of 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 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.
• Attend customer sites as required to resolve customer complaints as requested by CR/Senior Management.
• It is expected that in significant peak periods that SECs undertake and attend repair work and gas safety incidents. 

To be successful in this role you will need to have the following knowledge, skills and attributes: 

What you will have:

• Excellent communication skills both written and verbal.
• Ability to influence and build relationships with engineers, colleagues and stakeholders.
• Proven experience of coaching, monitoring and mentoring engineers.
• Strong customer focus with the ability to deal with complaints.
• Knowledge of Trade regulations supporting HomeServe product range
• Must be based in one of the postcode areas listed above.

• Proficient to a high level in the use of Microsoft office package.
• Full UK driving license Desirable.
• Experience of working in an FCA Regulated environment.
• Experience with the leading ASHP manufacturers products and a strong understanding of heat pump technology.
• At least 5 years’ experience in the gas industry.
• Knowledge of gas trade regulations and ACS qualifications.
• NVQ in plumbing.