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Call Centre Coach
Location: Peterborough / Basingstoke (Hybrid)
We're seeking an experienced Call Centre Coach to play a pivotal role in improving customer outcomes, colleague capability, and operational performance within a highly regulated financial services environment.
This is an opportunity to move beyond traditional training delivery and become a trusted partner to operational leaders, helping teams unlock their full potential through impactful coaching, performance insight, and behavioural development.
Working closely with Team Managers and Customer Service Representatives, you'll influence performance across multiple teams, embedding best practice in customer engagement, objection handling, call control, and regulatory compliance.
What You'll Be Doing
- Deliver structured coaching programmes to Contact Centre Advisors and Team Managers.
- Observe customer interactions and provide high-quality, actionable feedback.
- Improve call quality, customer experience, and operational effectiveness through targeted coaching interventions.
- Develop colleague capability in call control, objection handling, and customer conversations.
- Analyse quality, performance, and customer feedback data to identify coaching opportunities.
- Partner with operational leaders to build coaching capability across the contact centre.
- Support compliance, Consumer Duty, and vulnerable customer requirements through behavioural coaching.
- Champion a culture of continuous learning, development, and coaching excellence.
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What We're Looking For
Essential
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- Experience coaching or developing colleagues within a contact centre environment.
- Strong understanding of performance improvement, quality frameworks, and customer experience.
- Excellent coaching, communication, and stakeholder management skills.
- Ability to influence and drive behaviour change without direct management responsibility.
- Experience working within a regulated environment.
- Strong analytical skills with the ability to identify trends and develop effective interventions.
Highly Desirable
- Financial Services, Insurance, or Life & Pensions experience.
- Experience coaching Team Leaders or Team Managers.
- Knowledge of Consumer Duty and vulnerable customer principles.
- Experience delivering workshops, training sessions, or development programmes.
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