CRC – Trainer and Coach


Mercedes-Benz of Poole – Newfields


Competitive salary dependent on experience


An opportunity has arisen to join the Customer Support Centre as a Trainer and Coach. The Customer Support Centre is based at Newfields, Poole and provides a central service for the Sandown Group - Mercedes-Benz and smart dealerships. You will be responsible for coaching and training the CRC team in order to achieve agreed targets, meet service levels and customer satisfaction targets. You will assist the manager to create an efficient Customer Relationship Centre and develop and drive performance by inspiring others to achieve results, ensuring the quality of output at all times.

Main Duties and Responsibilities:

  • To be responsible for the induction of all new starters in to the department, train them to an acceptable level to be proficient in a two week time frame
  • To carry out call monitoring sessions each week per employee (minimum of one telephone depending on performance), give results/feedback and coaching
  • Carry out continued coaching and training throughout the department to ensure we give the highest delivery of service, both internally and externally
  • Measures individual performance within the CRC Team in regards to email GDPR consent, missing data and email bounces and give training to maximise their potential
  • Develop and maintain a customer centric culture within the CRC team
  • Foster collaboration and sharing knowledge
  • Maintain comprehensive product knowledge of own and competitor products
  • Implement and adhere to call centre policies and procedures including data protection
  • Identify any difficulties a customer may experience within any department and resolve these alongside the other departments within the team

Key Skills/Attributes Required:

  • A detailed understanding of the day-to-day operations of a busy Customer Relations Department
  • Excellent communication and interpersonal skills with a proven record of developing and coaching colleagues
  • Well-developed coaching skills, with the ability to adjust style and approach to maximise team and individual performance
  • Excellent organisational skills that will allow you to contribute to the development of team as well as coach to achieve targets and deadlines

Monday – Friday: 9.30am – 2.30pm or 10.00am – 3.00pm Total – 25 Hours a week

Job Info

Added: December 2 2021

Title: CRC – Trainer and Coach

Location: Mercedes-Benz of Poole – Newfields