Customer Service Coaching & Development Lead Redditch Full-time, Fixed Term Contract (3 months) We are looking for an experienced and people-focused leader to join our client as Customer Service Coaching & Development Lead on a 3-month fixed-term basis. This is a hands-on, high-impact role where you will train, coach, and mentor our customer service team — embedding a clear understanding of “what good looks like” in every interaction. You’ll be instrumental in raising performance standards, building essential skills, and ensuring best practice, particularly when supporting vulnerable customers. Key Responsibilities * Coach, mentor, and develop the customer service team to consistently deliver high-quality, compliant experiences. * Identify performance gaps and deliver targeted training to improve knowledge, process, and behaviours. * Lead by example in handling complex customer calls, showing empathy and diligence. * Train the team on accurate customer interaction recording while ensuring GDPR compliance. * Deliver one-to-one coaching, group workshops, and real-time feedback for rapid improvement. * Build coaching capability within team managers to ensure lasting results. * Track and report progress using performance metrics, quality scores, and customer feedback. * Champion a positive, professional, and customer-first culture. Skills & Experience Required * Proven ex...