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French speaking Training & Development Coach

Job Description

French speaking Training & Development Coach

Up to £22K per annum +15% Bonus

Permanent Full-time

North West London

We have an exciting opportunity available with a global e-commerce company providing one-of-a-kind personal products to customers all over the world. Join a friendly, passionate, multi-cultural team as Training and Development Coach with mother tongue level in French.

The ideal candidate will be able to motivate, training and develop the customer service team.

Main responsibilities

  • You will work with the Development Manager to ensure that key knowledge gaps across the customer service team are analysed and used in relevant training sessions
  • Regular travel within Europe to support and facilitate learning and development activities with the local teams.
  • Coaching advisors to develop as individuals in their strength and weakness areas, with the aim to improve their skills and improve service to customers.
  • Working with Customer Satisfaction Surveys (CSAT) which will serves as the primary indicator for agent performance
  • Ensure training material is updated; monthly/bi monthly review on all documentation and regular additions to material will be required
  • To continually review and improve CS processes in such a way that team performance and customer experience are enhanced.
  • To work closely with Development Manager to help devise training relevant to team performance and customer experience improvement
  • Will be responsible for the training of all new employees within the team and ensuring their knowledge, soft skills and confidence are of a high level.
  • Responsible for pushing Soft Skills training topics such as Good to Great within the team and ensuring that agents progress and develop their communication skills with customers
  • To work closely with the outsource advisors through monthly/bi monthly visitation and peer to peer calibration sessions headed by the development manager.


  • Experience of a fast moving multi-channel contact centre, ideally in a 'blended' service environment with regular communication with outsourcers
  • Fluent 'mother tongue' French language skills
  • Strong motivation to improve people's personal journey through effective coaching
  • Previous experience of working in an L&D / Coaching Team and applying different coaching frameworks and delivery of high quality coaching sessions
  • An ability to deliver and monitor value added coaching initiatives, based on an understanding of business needs
  • CIPD, L&D qualification or equivalent
  • Demonstrated a strong relationship with respective team advisors and has experience in actively working with different personalities, strengths and weakness areas
  • Experience of successfully defining and tracking quality metrics, KPIs and quality process improvements.
  • Proven experience of reviewing, improving and devising team processes with a clear customer experience improvement
  • Experience in working closely with Team Managers and Team Leaders
  • Track record of compiling and presenting accurate data in an articulate and clear way

Please note:

* If you have not been contacted within 2 working days, unfortunately your application has not been successful on this occasion.

* We accept spontaneous applications via email - do not hesitate to send us your CV, stating what kind of role you would be looking for.

* Please do not hesitate to regularly have a look at the Kerr Multilingual Recruitment website for an overview of all our vacancies.

Ref: BBBH1591


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