Job Description Role: Contact Centre Coach Reports to: Senior Contact Centre Coach Department: Transformation Team Job Purpose The Contact Centre Coach supports employees across the business to deliver excellent customer service. Through structured coaching, training, and guidance, the Coach helps individuals improve their knowledge, skills, and confidence to provide clear, consistent, and customer-first service while ensuring compliance and quality standards are met. Working closely with Managers and Team Leaders, the Coach ensures quality standards are achieved, development needs are addressed, and people feel supported in their growth. This role reports into the Senior Contact Centre Coach, who provides direction, planning, and prioritisation of coaching activity. Key Responsibilities Coaching & Support Deliver regular, structured coaching sessions (1:1 and team based) to employees across all operational teams (Operations, Renewals and Retentions and Supply Chain) Support Team Leaders through “coach the coach” sessions, building their capability to coach effectively. Quality & Performance Work with Managers and Team Leaders to support achievement of Quality KPIs. Support the delivery of audit and compliance standards through refresher coaching and targeted development sessions. Training & Development Deliver elements of structured induction programmes (Customer Services, Retentions, Supply Chain) in line with L&D standards. Deliver refresher and skills training sessions as required, ensuring content is accurate, engaging, and relevant. Adapt coaching styles to suit different learning needs and preferences. Collaboration & Business Readiness Partner with Managers, Team Leaders, and the Senior Coach to ensure coaching is aligned with business priorities. Provide feedback from the front line to help shape future training programmes and process improvements. KPIs Employee Growth: Employees show measurable improvement in skills, knowledge, and confidence after coaching sessions. Quality Performance: Quality and audit pass rates are achieved and maintained. Customer Experience: Employees demonstrate customer-first behaviours, contributing to improved CSAT and Trustpilot scores. Churn Reduction: Coaching supports behaviours that help maintain churn at agreed levels (e.g., 2.1%). Collaboration: Positive working relationships with Coaches, Managers, and Team Leaders support a joined-up approach to employee development. Qualifications & Experience Required Essential Excellent communication skills, written and verbal, with the ability to explain information clearly and simply. Strong interpersonal skills with the ability to motivate and inspire others. Experience in a contact centre environment, working in sales or servicing. Proven experience in delivering coaching, training, or quality feedback in a professional setting. Ability to adapt coaching style to suit different learning needs. Strong organisation skills with the ability to manage multiple coaching sessions and priorities. Self-starter with a flexible attitude and resilience to work in a high-paced environment. Desirable Certification in Coaching or Learning & Development (or willingness to work towards). Experience in supporting induction programmes or structured training sessions.