Customer Service Coach/Trainer

Just EAT UK Ltd
Up to £22,000 per annum
24 Sep 2016
20 Oct 2016
Contract Type
Role: Customer Service Coach/Trainer Department : Quality Reports to: Quality Team Manager Location: Borehamwood Position summary: Millions already do and every week more customers start ordering takeaways online. The role of the Quality team is to drive our customer satisfaction and increase staff retention. The Quality Coach will have the ability to communicate on a one to one basis and provide both verbal and written feedback, while enhancing quality scores as well as consumer direct contact. They will have the ability to understand individuals learning needs and enhance both their knowledge and performance. As with all teams within JUST EAT we work hard and play hard to ensure we “empower our consumers to love their takeaway experience”. Key Responsibilities: Provide feedback to our Customer Care and Operations staff from survey based led feedback Complete Call Calibration scoring in conjunction with Advisors and Supervisors Enhance quality performance individually and at team level to meet and exceed quality targets Measure the quality and execution of all operational process Develop and sustain strong working relationships with internal customers Ensure extensive process and procedures knowledge is maintained Identify skills and knowledge requirements by liaising with Supervisors/Managers Preparing both verbal and written feedback to Managers/advisors Ideal candidate profile: Essential Skills 1 st rate attention to detail Experience/understanding of core coaching principals Demonstrates a passion for driving quality and building a world-class operation Excellent verbal and written communication skills Excellent time management skills Ability to fully commit and perform to a high level To act as an ambassador for Just Eat and behave in a professional manner at all times. Ability to build relationships and enable learning of all staff Display a flexible and co-operative approach at all times. Ability to coach and communicate at all levels Commitment to self development Desirable Skills Articulate Hardworking and enjoys a challenge Ability to work under pressure Flexible with the ability to cope well with change Able to communicate with staff at all levels Strong evaluation skills and ability to analyse effectiveness of learning About JUST EAT: Following its IPO in 2014, Just Eat is now well established as one of the most successful, innovative and high growth technology companies in Europe, with a market cap in excess of £3.5bn and year-on-year order growth of over 50%. Just Eat is one of the fastest growing members of the FTSE 250. With recent high profile acquisitions in Italy, Spain, Brazil, Mexico and Australia / New Zealand, we are the global leader in the online takeaway ordering sector – processing well over £1bn of orders across 12 major markets, with a clear 1 position all of them. We have achieved this by building a growing network of over 62,000 restaurant partners and continuing to commit major investment into our technology platform and our brand. Our purpose sits at the heart of everything we do and that’s to make food discovery exciting for everyone, whether it’s by giving our customers more choice than anywhere else, or by supporting our Restaurant Partners to get more out of their business. We’re bringing together everything that’s great about food. Connecting over 15 million customers with over 60,000 Restaurant Partners serving over 100 different cuisine types, we’re working hard to to deliver our vision to create the world’s greatest food community. Hours/Holiday? 37.5 hours per week to be worked over 5 days Monday-Friday / 25 days per year exclusive of Bank holidays. The hours of work will need to be flexible to reflect JUST EAT’s busiest periods This job was originally posted as

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