Customer Onboarding & Performance Coach

ENWL; Preston; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave with service year

Private Healthcare

Employee rewards portal

Contributory pension scheme

Employee assistance programme

Professional development through L&D

Job summary

SP Electricity North West is seeking a Customer Induction Co-ordinator to guide new agents from induction to live operations. You will coach during probation, monitor progress, and collaborate with Team Leaders and L&D to raise performance and quality.

The role emphasizes data-driven feedback, wellbeing support, and a focus on delivering exceptional customer experiences within a regulated utility context.

Qualifications

• Experience working in a call centre (Essential).
• Experience coaching and mentoring (essential).
• Understanding call centre workflows, KPIs (e.g., AHT, CSAT), and performance metrics.
• Familiarity with telephony systems, CRM tools, and ticketing platforms.
• Proficient in Microsoft Office.
• Ability to work independently and manage own workload.

Responsibilities

• Coordinate and act as the primary point of contact for agents during their probation period, providing day-to-day guidance and practical support.
• Deliver targeted coaching and live listening sessions to address skill gaps and build confidence in handling customer interactions.
• Monitor agent progress against probation milestones and implement early interventions for those at risk.
• Work closely with Team Leaders and L&D trainers to ensure a seamless transition from induction to live operations.
• Support agents in achieving customer satisfaction scores and adhering to safety standards.
• Maintain accurate records of agent performance, use data to accelerate performance and provide actionable feedback.
• Champion continuous improvement by feeding insights back into induction and refresher training design.
• Facilitate wellbeing and resilience sessions to support agent confidence and retention.

Skills

Call centre experience

Coaching & mentoring

KPI understanding

CRM tools

Telephony systems

Data-driven

MS Office

Independent worker

Tools

Ticketing platforms

Job description

SP Electricity North West is seeking a Customer Induction Co-ordinator to guide new agents from induction to live operations. You will coach during probation, monitor progress, and collaborate with Team Leaders and L&D to raise performance and quality.

The role emphasizes data-driven feedback, wellbeing support, and a focus on delivering exceptional customer experiences within a regulated utility context.