Lead Performance & Compliance Coach - Contact Centre

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

Benefits offered by this job

Performance bonus

Pension scheme

Product discounts

Wellbeing initiatives

Job summary

Currys in the United Kingdom is recruiting for a 6 months fixed-term role at the Loughborough Contact Centre to lead performance coaching and regulatory compliance initiatives. The role emphasises improving quality, customer outcomes and compliance across a fast-paced contact centre environment.

You will deliver coaching, analyse performance data to guide targeted improvements, and work with Training, Compliance, Risk, Workforce Planning and HR to lift capability and standards across the team.

Qualifications

• Proven experience in coaching, performance improvement, quality assurance or compliance.
• Experience in regulated environments, ideally within a contact centre.
• Ability to analyse performance data to drive improvements.
• Excellent communication and stakeholder management skills.
• Passion for developing people and continuous improvement.

Responsibilities

• Deliver effective 1:1 and group coaching to advisors and Team Managers, using performance, quality and compliance data to drive measurable improvement.
• Identify development opportunities through call listening, audits and performance trends, creating targeted coaching and action plans to support success.
• Partner with Team Managers to prioritise coaching activity and strengthen coaching capability across the wider team.
• Work collaboratively with Training, Compliance, Risk, Workforce Planning and HR teams to address performance, regulatory and people-related development needs.
• Maintain accurate and timely records of coaching activity, action plans and outcomes, ensuring compliance with governance and confidentiality standards.
• Recommend and implement improvements to coaching frameworks, quality processes and customer outcome initiatives, sharing best practice across the business.

Skills

Coaching

Performance improvement

Quality assurance

Compliance

Data analysis

Stakeholder management

People development

Job description

Currys in the United Kingdom is recruiting for a 6 months fixed-term role at the Loughborough Contact Centre to lead performance coaching and regulatory compliance initiatives. The role emphasises improving quality, customer outcomes and compliance across a fast-paced contact centre environment.

You will deliver coaching, analyse performance data to guide targeted improvements, and work with Training, Compliance, Risk, Workforce Planning and HR to lift capability and standards across the team.