Academy Manager

We are looking for an Academy Manager to join our team, where you will provide support and guidance to Academy Coaches and those in development, ensuring they feel supported and able to deliver effective coaching to our frontline staff.

This is a Hybrid working role, based in Wath upon Dearne, Rotherham, however occasional travel will be required to our Hubs which include Newcastle, Liverpool and Birmingham.

We are looking for somebody who is a visible and approachable leader, who actively and purposefully role models the G4S values and professional expectations of the business.,

• Evaluate Academy Coaches through observation and provide tailored feedback to drive continuous improvement.


• Create a teamwork culture where the Academy Coaches feel supported and valued.


• Attend calibration sessions to ensure consistency in call handling standards across the team.


• Assist directly with customer complaints or escalations - role modeling best practice and increasing the confidence of team members.


• Drive continuous improvement in new recruits quality scores and liaise with Learning and Development and Quality teams to report trends.


• Create an environment for new recruits to feel empowered to achieve their goals, where mistakes are made and lessons are learned.


• Work with the Project Managers to ensure that large scale changes are delivered effectively and impacts are evaluated.
  
  The ability to build rapport and adapt communication styles to suit a diverse range of people.


• Ability to work under own initiative and plan effectively to pre-empt and counteract potential issues.


• Demonstrable experience in and have a passion for Customer Service.


• A result driven mindset while using a logical approach to your work.


• The hunger to work as a real team player and collaborate with the wider team.


• Excellent communication skills, both oral and written.
  
  Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people.
  
  While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;


• Progression, training and development catered to you.


• Charity work.


• Refer A Friend incentives.


• Company pension scheme with employer contributions.


• G4S Life Assurance Scheme.


• Subsidised healthcare plan.


• Charity work- Match-IT and Payroll Giving.


• Confidential Counselling Services.


• 24/7 support specialising in health and medical.


• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.