Due to our continued growth, we are looking to appoint an Operations Coach who will undertake and deliver specific feedback utilising Oodle’s Quality Assurance trend output and results.
They will be responsible for delivering 1 : 1 coaching, trend-based training initiatives and general training support to ensure we act on the qualitive MI.
This is likely to include mitigation of risk, enhancing individual and department performance and ultimately driving remedial standards to ensure that we meet both regulatory and non-regulatory requirements, and our expected internal standards.
The role will be fast paced and the demand for feedback and coaching to be delivered is high therefore the successful candidate must be able to remain focused under pressure, ensuring consistency and strong attention to detail always, with a positive coaching style.
They will be responsible for maintaining and updating their business process knowledge and frequent communication with key stakeholders and the wider business will be required, hence the successful candidate will need to have excellent communication skills both verbally and written.
To utilize Oodle Car Finance’s agreed quality scorecards and systems
To evaluate agreed reports to evidence quality levels for team and individuals
Make recommendations as appropriate where defined quality standards are not met
To conduct and attend calibration sessions to ensure a consistent approach amongst their peers, Operations & Compliance.
Sessions will be documented with supporting MI.
To attend quality related meetings when required with HOs / Managers and Team Leaders as the coach. These meetings will need to be documented with action points shared.
To support Operations in the delivery of quality targets to continue the coaching culture within the team through ongoing feedback with their customer facing staff.
To identify training needs and highlight key focus areas from qualitive feedback that is factual, constructive, impersonal, and appropriate for the audience
To assist the onboarding programme by completing additional call evaluations where necessary
Identify low performing / high risk agents with the Team Leader and consulting on what training or coaching is required, or when / whether the performance management process should be initiated
Co-management of external client relationships where QA is considered a key stakeholder
To interpret the data detailed within the QA Management Information pack and make suggestions on what department specific training needs to be conducted
To provide documentation / reporting on evidenced customer detriment to Operations and subsequent remedial actions
Maintain up to date coaching records at an individual and department level
Regular update communications on QA performance and Training / coaching output for Operations
Also, to provide support where required on agreed level quality checks for all forms of communication and case reviews
Key Skills & Experience
Coaching experience in a call centre environment preferably in financial services
Previous experience of Quality Assurance / Audit environment
Motor / Asset / Consumer Credit experience
Relevant qualifications from external bodies
Previous financial services experience
Previous experience designing and delivering training material
Previous coaching experience; recognising the 5 styles of coaching
Computer literate with a basic knowledge of office’ applications
Educated to GCSE / O’ Level standard including Maths and English
A working knowledge of industry regulations (FCA, FLA, ICO, CCA, TCF)
The ability to work independently and use own initiative
The ability to work to tight deadlines, prioritise workloads and deliver results in line with business targets
Highly personable nature, able to confidently build relationships and communicate across teams with an adaptable style
Ability to take a proactive and results-oriented approach to work with the aptitude to multitask and maintain excellent attention to detail
Outstanding organisation and time-management skills
Impeccable written and verbal communication skills
Exceptional analytical skills with an eye for detail
Ability to analyse date and identify training trends, both strengths and weaknesses
The ability to deliver both positive and constructive feedback
An appetite to drive / adapt to the challenges of change
Manage key stakeholder relationships at all levels
Leading by example Oodles core values
The Operations Coach will be required to work contracted hours of 37.5 per week Monday to Friday, and the ideal candidate will be based within commuting distance from either our Manchester or Oxford office, however in line with Oodle’s flexible working policy, partial remote working would be considered.
What we offer in return;
Pension (9% non contributory)
Private Healthcare with Family cover
25 days holiday (plus bank holidays)
Full training and development
Perks and other extras;
Paid day off to Volunteer with our nominated charity*
Complimentary Breakfast, Great coffee, tea, Fresh Fruit, Diet Coke / Coke.
Seasonal social events*
Free Parking (limited on site but plenty 10mins walk away)
Cycle to work scheme
Employee Reward scheme
COVID restrictions apply currently to these.
About Oodle - A Top 100 company to work for in the UK 2020 & 2021!
Oodle Car Finance is changing the way people buy cars, by putting our customers’ needs front and centre of the biggest retail market in the UK.
We are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs.
Although we primarily provide loans for our customers and link them up with some of the UK’s best car dealers (in one rapid, blink-and-you-miss-it, digital procedure), that is just the start.
Our goal is to make buying a car as easy as buying a t-shirt on Amazon. With a glove box full of powerful algorithms (and investment from some of the world’s most reputable financial institutions) we have been building and developing a customer-first, fully integrated digital retail experience inspired by Amazon’s one-click model.
We’re not quite there yet, but with our proprietary loan technology, machine learning, and Big Data infrastructure, we’re shooting for the stars.
To help us achieve our ultimate mission to create a best-in-class consumer experience - where our customers reap the benefits - we are looking for exceptional individuals to join our team, and revel in the ride.
We need outstanding people with buckets full of energy, desire, curiosity and a can-do attitude to thrive in a fast-paced (and fun) entrepreneurial environment.
Everyone at Oodle has an input on how we develop and how we change the game.