Job Description

What being part of the Sigma Family means for you:Performance CoachAre you a current Banking Expert Advisor who has an ambition to become a future leader? If so, join us as a Performance Coach.As a Performance Coach, you will be speaking to customers on the phone, chat and email to not only provide excellent service but also to ensure your customer service and knowledge stays relevant so as you can coach our future banking experts. Working in our financial services campaign, you will be responsible for following the governance processes and adhering to regulatory requirements.You will spend the majority of your time speaking with customers and when youre not helping them, you will in your Performance Coach capacity, coach your colleagues to become the best advisors they can be. You will report directly to the Team Manager.Location: Diep River, Cape TownSigma Familyxf0x9fx92x9aAt Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industriesWhat being a part of the Sigma Family means for you!xf0x9fx93x88 Career development and opportunities to apply for internal promotions following your probationary periodxf0x9fx8fx86 Monthly, Quarterly and Annual awards with marvellous prizesxf0x9fx92x86xe2x80x8dxe2x99x80xefxb8x8f Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expectedxf0x9fx8cxb3 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprintxf0x9fx93x81 Medical Insurance Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to youxf0x9fx9ax97 Transportation Benefits Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employeesxf0x9fx92xbb Join communities and collaborate with your colleagues on our internal Social Media platformxf0x9fx92x99 The opportunity to be a part of an equal, diverse and inclusive workplace all amazing people are welcome in the Sigma Family. A bit more about the Opportunity...:What Your Day-to-Day Will Look Likexf0x9fx93x9eThe majority of your time will be spent helping our customers with your expert banking knowledge. You will do this by answering a high volume of calls and interacting with customers over live chat and email. You will handle their day-to-day banking needs across a range of products and services, resolve complex queries and provide a resolution on that first call. You will accurately investigate customer queries, raising with relevant parties, and escalate where needed. You will make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA). You will listen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes.When youre not helping customers, you will work closely with those who need support performing and do fact-finding sessions to identify the reasons for lower performance and capitalize on this to support performance improvements. You will complete refreshers and client briefs and ensure that process updates have been implemented. You will also review grad-bay performance and implement speed competency activities to help with Onboarding of new starters. You will take on the responsibility of assisting Team Managers with ad hoc tasks. You understand key metrics and understand the need to deliver effective coaching, that positively contributes towards reaching those metrics in a coaching capacity. What amazing People will bring to the role:What Amazing people will bring to the rolexf0x9fx92xa1You are a banking expert with 1-2 years experience working in a strong financial and customer service UK environment. You may already have experience in coaching others or have a keen passion to do this. You are determined to succeed in your field and take pride in your financial services knowledge.You are also someone who is passionate about helping individuals excel through sharing your knowledge and take pride in the quality of customer service and coaching that you deliver. You have the ability to change up your coaching styles to suit the needs of the advisor and create realistic targets on areas that require improvement. You have effective communication skills to deliver effective coaching and listen to the needs of the advisors.Requirements:

• You have 1-2 years of Financial Services & Customer Services experience in a banking industry/UK BPO environment. (Essential)
• You have 1-2 years of existing performance coach/banking expert background within a Financial UK BPO environment (desirable)
• You have a relevant matric qualification
• You are proficient in Call-Taking with excellent telephonic etiquette
• You are a born leader who is able to coach and develop a team effectively
• You are proactive in your approach to work
• You are resilient when facing difficult tasks and you can effectively overcome them
• You have a good command of the English language (written and verbal)
• You are confident and thrive in pressured environments.

Simple and Straight Forward Recruitment.xf0x9fx93xa9We dont see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, well proceed with further shortlisting & start your application process.If you like the sound of being part of the Sigma Family, then dont wait and get applying!

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