Join to apply for the Customer Engagement Performance Coach role at Key Group
2 days ago Be among the first 25 applicants
Join to apply for the Customer Engagement Performance Coach role at Key Group
Get AI-powered advice on this job and more exclusive features.
We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.
Performance Coach
The beginning of the Equity Release journey starts in our Customer Engagement team where customers have the opportunity to discuss products available to them, and book an appointment with an Independent Financial Adviser. We are very fortunate that we have thousands of customers ready to engage with us online and over the telephone.
We are looking for an aspiring and motivational Performance Coach to join the team, to coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation’s strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.
What’s in it for you?
25 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | AXA Exec (Self) | Life Assurance – x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay
Key Responsibilities
People development
* Coach, lead, and develop agents to achieve individual and team performance targets.
* Foster a culture of accountability, collaboration, and continuous learning.
* Operational Excellence
* Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
* Identify and implement process improvements to enhance efficiency and customer experience.
Customer Focus
* Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
* Analyse customer feedback and complaints to identify trends and drive service improvements.
* Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.
Insight
* Produce and present regular performance reports for Head of Operations.
* Use customer feedback to identify trends, forecast demand, and inform strategic decisions.
Compliance & Quality
* Ensure adherence to regulatory requirements, internal policies, and quality standards.
* Maintain up-to-date knowledge of industry best practices and compliance obligations.
Key Skills & Experience
* Proven experience with coaching experience in a call centre or customer service operation.
* Strong people development skills.
* Excellent analytical and problem-solving abilities.
* Proficient in using contact centre systems, CRM platforms, and reporting tools.
* Exceptional communication and stakeholder management skills.
* Ability to work under pressure and adapt to changing priorities.
Success Measures
* Achievement of service level and customer satisfaction targets.
* Achievement of KPIs, as well as improving numbers.
* High employee engagement and low attrition.
* Delivery of actionable insights and continuous improvement initiatives.
* Strong cross-functional collaboration and stakeholder feedback.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Consulting, Information Technology, and Sales
Referrals increase your chances of interviewing at Key Group by 2x
Get notified about new Performance Coach jobs in Preston, England, United Kingdom.
Preston, England, United Kingdom 2 days ago
Preston, England, United Kingdom 1 day ago
Standish, England, United Kingdom 1 day ago
Standish, England, United Kingdom 1 day ago
Learner Support Coach – Personal Training Qualifications – Chorley
Chorley, England, United Kingdom 8 months ago
Preston, England, United Kingdom 2 months ago
Managing Director & Coach ( UK ) – Leadership, Strategy, and Innovation
United Kingdom $55,000.00-$125,000.00 1 month ago
Learner Support Coach – Pilates and Group Exercise – Chorley
Chorley, England, United Kingdom 1 month ago
Prescot, England, United Kingdom 4 days ago
Case Manager and Coach for Homeless Recovery and Mental Health
Lancashire, England, United Kingdom 4 weeks ago
Case Manager and Coach for Homeless Recovery and Mental Health
Lancashire, England, United Kingdom 4 weeks ago
Operations Performance Leader, North West
North West, England, United Kingdom 2 weeks ago
Greater Manchester, England, United Kingdom 1 month ago
North West, England, United Kingdom 5 days ago
Blackburn, England, United Kingdom 2 weeks ago
Barnoldswick, England, United Kingdom 2 days ago
Blackburn, England, United Kingdom 3 months ago
Blackburn, England, United Kingdom 1 week ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr