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Contact Centre Coach

Please Note: The application deadline for this job has now passed.

Job Introduction

Working within the Contact Centre in Erskine Court, Castle Business Park you will continuously support and develop people through feedback and coaching to improve accuracy, productivity and overall competence. Performing and applying the Quality Assurance processes and criteria to review levels of quality and accuracy, and providing the necessary training and development to individuals. Also provide on the job support with complex customer  enquiries or by on the job training, where appropriate.

Role Responsibility

  • Plan and deliver training/coaching based on the relevant levels of quality and accuracy
  • Challenge existing practices through identifying, proposing and implementing areas of process improvement
  • Provide the CSM with performance information on each of their team members if and when required to suit the relevant business area
  • Provide coaching, feedback and support to equip staff  with the associated skills and knowledge to deliver an exceptional level of customer service
  • To escalate issues or breaches to the CSM having followed the relevant protocol
  • Support and deliver refresher or new training
  • Involvement in Projects and testing as required
  • Manage relationship with Key Stakeholders
  • Ensure any legislative changes are assessed, understood and implemented in a timely manner
  • Ensure all reference documentation is kept up to date
  • Flexibility to support team with processes and work volumes when business needs dictate


  • All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities
  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • ·         To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • To communicate and promote the values which reinforce and support a consistent quality culture

The Ideal Candidate

  • Ability to influence and negotiate  when communicating, both written and verbal, engaging people at all levels
  • Sound interpersonal skills with the ability to create an environment that delivers excellent customer service, can deliver feedback in a constructive manner
  • A role model to others by leading by example
  • Skill set to include decision making, problem solving, time management, planning analysis and organisation
  • Excellent customer focus
  • Ability to build partnerships both internally and externally with key stakeholders.
  • Strong self-awareness of own strengths and capabilities
  • Awareness of IFDS UK operations
  • Open minded approach to dealing with ideas and suggestions from colleagues and customers
  • Ability to interpret  management information and use this to make considered decisions
  • Understand business drivers and the key deliverables on the Business plan
  • Demonstrate an ability to deliver difficult and unpopular messages
  • Ability to deliver messages in an engaging and motivating manner


  • CF1 FA1/ FA2
  • Working knowledge of product, procedures and systems within business area
  • Knowledge of the financial industry and the market place
  • Knowledge of relevant regulatory and mandatory procedures and qualifications
  • Previous experience of Coaching and Training

Package Description

• Reference salary based on experience and in line with the ACE salary progression scheme 
• 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days) 
• 6% non-contributory pension scheme 
• Life Assurance (4 x salary) 
• Single person healthcare 
• flex benefits scheme

About the Company

International Financial Data Services (IFDS) is the leading supplier of third-party administration and IT services to European investment clients and their customers. Part of a global group DST Systems, our business has grown ten-fold since inception in 1995 and continues with rapid growth today! We currently offer state of the art solutions across funds, retirement & insurance and investment platforms. We employ over 5500 staff across the UK, Ireland, Luxembourg, Thailand and India.


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