About The Role
As a Contact Centre – Sales performance Coach, you’ll be responsible for improving agent performance through high-impact, insight-driven coaching. By leveraging data and performance insights, you’ll identify individual development needs, deliver focused coaching interventions, and partner with Team Managers to drive continuous improvement. You’ll be part of a high-performing team in our Bristol office, where energy, enthusiasm and resilience are key.
This role is pivotal in driving our success—helping us exceed targets across save rate, discount, revenue, and conversion through high-impact coaching and performance uplift.
Equally, it plays a vital role in delivering brilliant customer outcomes: ensuring every customer feels listened to, understood, and supported through conversations that are personalised, compliant, and focused on finding the right solution for their needs.
Location: Bristol (Bradley Stoke)
Contract: Full-time, permanent
Rota-based shift patterns between: Mon–Fri 08:00–19:00, Sat 09:00–17:00 — no Sundays!
Salary: Competitive salary £30,223 and monthly bonus up to 30%
Please note: Our assessment day will take place on Thursday, 9th October, and we ask all candidates to be available on this date.
Successful applicants will begin their journey with us in mid-November, starting with a continuation of your professional development through external training designed to help you thrive in this role and make a meaningful impact from day one.
Key Responsibilities
* Plan & Prepare: Use performance data to identify coaching needs, align with Team Managers, and structure impactful coaching sessions.
* Deliver Coaching: Run one-to-one and team coaching sessions that uncover root causes, build ownership, and drive measurable improvements.
* Side-by-Side Support: Provide real-time guidance during live calls, reinforcing commitments and building agent confidence.
* Team Coaching: Lead group sessions on common challenges, encouraging peer-to-peer learning and shared best practice.
* Engage in Routines: Actively participate in huddles, calibration sessions, and team discussions to share insights and support collaboration.
* Track & Report: Maintain accurate coaching records, monitor progress, and escalate where performance or compliance issues persist.
* Collaborate: Work closely with Team Managers, QA, Training & Development, and the Centre of Excellence to ensure coaching drives business outcomes.
Skills & Experience
Core Coaching Skills
* Strong listening and rapport-building
* Clear, constructive communication
* Insightful questioning to identify root causes
* Resilient and adaptable under pressure
* Goal-focused with accountability for results
Knowledge & Expertise
* Strong understanding of sales and retention techniques, including objection handling and compliance
* Ability to interpret performance data and translate it into actionable coaching strategies
* Familiarity with contact centre tools, coaching forms, and commitment tracking
* Experience of coaching in a sales or contact centre environment, supporting both new starters and experienced agents
Qualifications (Desirable, not essential)
* Coaching or mentoring qualification (e.g. ILM Level 3)
* Previous experience in a senior, subject matter expert, or coaching support role
Why you'll love working for us
* Bonus scheme - Boost your earnings by up to 30% monthly
* Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business
* Getting Here Made Easy - We offer free onsite parking for all employees, including access to electric vehicle (EV) charging points. Our site is well-connected by public transport and provides cycle storage—making it easy to commute in a way that suits your lifestyle.
* Free RAC Ultimate breakdown cover - From your very first day
* Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax
* Generous holidays - 23 days plus bank holidays (rising to 25 with service)
* Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits)
* Wellbeing support - 24/7 confidential support helpline for you and your family
* Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work, and we’ll be with you every step of the way to help you grow and develop your career.
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