Performance & Capability Coach (Collections)

Link Financial Outsourcing Limited; Caerphilly; Presencial; GBP 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family-friendly environment

Professional development opportunities

Descripción de la vacante

Link Financial Outsourcing Limited is seeking a Trainer for Performance & Capability to support colleagues from induction through ongoing development. You will run practical skills workshops, coach on live calls, and design coaching plans to improve performance and customer outcomes.

The role reports to the Head of HR and collaborates with team managers, QA, and other Trainers to raise training quality and consistency across the operation.

Formación

• Experience in coaching, supporting or developing colleagues in teams (e.g., team leader, buddy, mentor, trainer).
• Experience in collections, contact centre or customer service operations with a good understanding of great customer calls.
• Strong record of performance and QA scores, ability to use QA data to spot gaps and track progress.

Responsabilidades

• Hold 1-2-1s with every new starter during induction and at key milestones.
• Support new advisors on the floor, listen to calls and coach on the spot.
• Run refresher workshops for new starters after they have live call experience.
• Design and deliver small-group skills workshops (call control, handling objections, difficult conversations).
• Deliver sessions on system skills, accurate account notes, and wrap/handle time.
• Build and deliver coaching plans with clear targets and reviews.
• Support managers with training and coaching in probation and capability processes, keeping records.
• Coach new starters who need extra help to pass induction stages.

Conocimientos

Coaching

Quality Assurance

Record keeping

Microsoft Word

Microsoft Excel

PowerPoint

Communication

Customer service

Herramientas

QA systems

Descripción del empleo

Link Financial Outsourcing Limited is seeking a Trainer for Performance & Capability to support colleagues from induction through ongoing development. You will run practical skills workshops, coach on live calls, and design coaching plans to improve performance and customer outcomes.

The role reports to the Head of HR and collaborates with team managers, QA, and other Trainers to raise training quality and consistency across the operation.