Customer Service Quality Control & Performance Coach

JPMorgan Personal Investing, Europe’s leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.

As a Quality Coach in JPMorgan Personal Investing Client Service, you help develop our front-line Client Service Associates through structured, timely coaching and feedback. You review client interactions across phone, chat, and email (both retrospective and real-time) to help ensure clients receive clear, consistent, and high-quality outcomes. You balance client experience priorities with regulatory and operational requirements, using sound judgment and attention to detail. You also contribute to continuous improvement initiatives that strengthen how we coach, deliver service, and grow our business.

Job responsibilities:

• Support, motivate and develop our team in delivering an exceptional service standard
• Proactively contribute to the review and improvement of coaching frameworks, processes and procedures within the operation
• Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives
• Keep fully up-to-date with training or any enhancements that directly impact how we do our job
• Keep informed of and apply any changes to processes, procedures and regulatory change
• Achieve the best out of each individual and create a winning environment by regularly providing positive praise and recognition of individual/team success
• Work with development plans, owning content and updates that track the learners journey
• Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management
• Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm
• Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives

Required qualifications, skills and capabilities:

• Experience with investments, ISA’s and pensions
• Experience working with Salesforce
• Strong verbal and written communication skills with ability to influence others
• Excellent analytical and research skills, detail oriented.
• Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties

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