Performance Coach - Training and Quality

Full Time / Hybrid - Expectations to be in the Manchester office each week

Salary from £29k

Closing Date: 7th July 2026 or until filled - all candidates need to attach a cv to be considered

The Role

The Performance Coach plays a pivotal role in ensuring the efficiency, productivity, and quality of the contact centre operations. This role involves developing and delivering comprehensive training programs to new hires as well as ongoing training for existing employees. The primary goal is to equip contact centre agents with the necessary skills, knowledge, and tools to deliver exceptional customer service and achieve organizational objectives.

Why Bright Horizons?

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence – with 98% of our 270+ portfolio being rated Good or Outstanding by Ofsted. We’re on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing

What We Can Offer You

Our benefits include but are not limited to

• Flexible working and holiday entitlements
• Discounted childcare in one of our nurseries
• Quarterly Employee Appreciation Weeks
• Annual gala award evening
• Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
• Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

Key Tasks And Responsibilities

• Promote the HEART culture, values, and behaviours to drive training excellence and high performance across the business including in the contact centre.
• Assist in developing training materials, including manuals, presentations, and interactive modules, tailored to the needs of Call Centre agents.
• Assist in the onboarding process for new call centre trainees.
• Provide mentorship and guidance on quality and customer service as needed.
• Conduct orientation sessions for new contact centre agents, introducing them to company culture, policies, and performance expectations.
• Deliver engaging and interactive training sessions to new hires and existing staff on topics such as product knowledge, customer service skills, call handling techniques, sales skills, and system use.
• Conduct assessments to evaluate new hires’ understanding and proficiency.
• Provide on-the-job training support for newly graduated trainees.
• Collaborate with company stakeholders and Subject Matter Experts to ensure training programs align with organizational goals and objectives.
• Collaborate with Quality Assurance team in the US to ensure alignment between training objectives and quality standards.
• Maintain accurate training records and documentation, including attendance records, performance evaluations, and training materials.
• Serve as a resource for call centre agents, answering questions and providing guidance on policies, procedures, and best practices.
• Generate reports on training effectiveness, participant feedback, and performance trends to inform decision-making and program refinement.
• Contribute to the development of training-related policies, procedures, and documentation on Knowledge Base.
• Attend relevant product meetings to understand upcoming changes and translate key updates into training activity, support materials, and colleague guidance.
• Support User Acceptance Testing (UAT) by reviewing system and process changes from a training and quality perspective and highlighting any training impacts.
• Maintain and communicate training-related process updates to ensure colleagues are aware of changes to systems, products, and ways of working.