Performance and Conversational Coach
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
Location: Grantham, Hybrid (approx. 3 days a week in office)
Salary: £35,000 - £40,000
Hours: 35 hours, full time
At PayPlan, were passionate about supporting customers through financial difficulty with empathy, expertise, and integrity. As a Performance Coach, you will play a key role in shaping how our colleagues deliver high-quality, compliant, and customer-focused conversations.
This is a highly impactful role where youll use coaching, insight, and collaboration to drive both colleague performance and customer outcomes. Youll work across teams to embed best practice, support new starters, and develop leadership capability ensuring every customer interaction reflects our values and standards.
What You'll Be Doing:
* Embed conversational excellence: Own and evolve the conversational framework to ensure high-quality, compliant, and consistent customer interactions.
* Deliver performance coaching: Use data, observation, and call listening to provide targeted coaching that improves individual and team performance.
* Support colleague development: Coach new starters through their first 90 days and partner with Team Leaders.
* Develop leadership capability: Equip Team Leaders with coaching skills, tools, and confidence.
* Drive continuous improvement: Identify trends and feed insights into L&D and training improvements.
* Collaborate across the business: Partner with HR, L&D, and operational teams.
* Use insight to influence change: Improve customer journeys and decision-making.
What were looking for:
* Experience in coaching, quality, or performance roles within an operational or contact centre environment (financial services preferred)
* Strong understanding of customer conversations, experience, and compliance
* Ability to use performance data to identify issues and drive measurable improvements
* Proven ability to coach and develop both individuals and leaders
* Excellent communication and influencing skills, with the ability to build strong relationships
* A coaching mindset, with strong analytical thinking and a focus on continuous improvement
* Customer-focused, resilient, and adaptable in a fast-paced environment
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job we offer a rewarding career. Come join us and make a difference in peoples lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if youd like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team - we do not use AI or automated systems to screen candidates. xsngvjr Were committed to giving each applicant fair and thoughtful consideration.
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