Lead Performance & Compliance Coach - Contact Centre

Currys Plc; Sharnford; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Performance related bonus

Competitive pension scheme

Product discounts on latest tech

Wellbeing initiatives

Job summary

Currys plc in Loughborough is seeking a dedicated coaching and compliance lead for a 6-month fixed-term contract. You will drive performance improvements and regulatory adherence across a fast-paced contact centre, delivering targeted coaching interventions to elevate customer outcomes.

You will act as a trusted expert, supporting colleagues through one-to-one coaching, call reviews and development planning while ensuring governance and confidentiality.

Qualifications

• Proven experience coaching, improving performance, quality assurance or compliance in a regulated environment.

Responsibilities

• Deliver effective 1:1 and group coaching to advisors and Team Managers using data to drive improvement.
• Identify development opportunities through call listening, audits and trends; create targeted coaching plans.
• Partner with Team Managers to prioritise coaching activity across the team.
• Collaborate with Training, Compliance, Risk, Workforce Planning and HR to address development needs.
• Maintain accurate records of coaching activity, action plans and outcomes with governance and confidentiality.
• Recommend improvements to coaching frameworks and quality processes across the business.

Skills

Coaching delivery

Performance improvement

Quality assurance

Regulatory compliance

Stakeholder management

Job description

Currys plc in Loughborough is seeking a dedicated coaching and compliance lead for a 6-month fixed-term contract. You will drive performance improvements and regulatory adherence across a fast-paced contact centre, delivering targeted coaching interventions to elevate customer outcomes.

You will act as a trusted expert, supporting colleagues through one-to-one coaching, call reviews and development planning while ensuring governance and confidentiality.