Posted: 16h ago
The role
Performance Coach Job Description
Location: Shoreditch, London / Hybrid
Salary: £35,000 – £40,000 base (depending on experience) + Performance-Linked Commission Structure
Reports to: Head of Sales
Position Purpose
As our business scales its outbound operations across Web, Renewals, and Outbound teams, we need a high-energy, hands-on Performance Coach. Your mission is to take SwiftSwitch agents and shape them into elite, multi-utility consultants. You will be the bridge between the Dialler Manager's data and the agents' actual conversation quality. You'll listen to live calls, run daily micro-coaching sessions and directly own the conversion rates for Trustpilot reviews and cross-utility savings pitches (Energy to Water, Waste, Payments or Telecoms).
RequirementsKey Responsibilities
Targeted Micro-Coaching: Run daily side-by-side coaching, call calibration, and rapid-fire 10-minute feedback sessions focusing heavily on conversational transitions and objection handling.
The "Cross-Savings" Pivot: Train agents how to move seamlessly from checking a recent Energy or Water switch to auditing a client's other business overheads (e.g., Merchant Services/Card Processing, Telco, or Waste).
Trustpilot Review Uplift: Own the team's Trustpilot output. Train agents on how to ask for reviews experientially during the call so clients actively hit the SMS link before hanging up.
Dialler Behaviour Alignment: Work alongside the Dialler Manager to coach agents struggling with high Wrap Times or low Talk Time, translating compliance bottlenecks into behavioural improvements.
Core Training Focus: Objection Handling & Closing Techniques
A critical part of this role is embedding a resilient, consultative sales methodology into the floor. You will be responsible for training and testing agents on the following frameworks:
Objection Handling: Train agents to move past defensive brush-offs using the Acknowledge, Pivot, Release method turning objections around fixed contracts, time pressures, or existing broker relationships into opportunities.
Consultative Closing: Move the floor away from aggressive tactics and toward seamless, high-conversion closes including Assumptive, Alternative Choice, and Tie-Down closing techniques.
Skills & Experience Required
Experience: 2+ years coaching or leading teams within a fast-paced UK B2B utility brokerage or high-volume outbound contact centre.
Utility Knowledge: Deep understanding of the business energy market, LOAs (Letters of Authority), and secondary business overheads (Water, Waste, or Telecoms).
Coaching Style: Highly energetic, positive, and peer-led. You don't manage via spreadsheets; you lead by jumping on the phones to demonstrate "what good looks like.
Benefits
What's on Offer?
Competitive base salary of £35k – £40k.
Commission & Bonus scheme directly tied to the team's uplift in revenue, sales and cross-sell conversion rates.
Vibrant office culture in the heart of Shoreditch
