Performance Coach

Key Group; Preston; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

23 days holiday plus bank holidays

Great pension plan

Life Assurance – x4 salary

Well-being day

Enhanced Maternity & Paternity Pay

Job summary

A financial solutions provider in Preston is seeking a Customer Engagement Performance Coach to lead a high-performing call centre team. The role involves coaching agents, enhancing customer service, and driving operational efficiency. The ideal candidate has experience in call centre environments and excellent analytical and communication skills. This position offers competitive benefits and career growth opportunities.

Qualifications

• Proven experience coaching in a call centre or customer service operation.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and stakeholder management skills.

Responsibilities

• Coach, lead, and develop agents to achieve performance targets.
• Monitor and manage call centre KPIs including service levels.
• Champion a customer-first culture in all interactions.

Skills

Coaching experience in call centre

Analytical skills

Communication skills

Problem-solving abilities

Stakeholder management skills

Tools

Contact centre systems

CRM platforms

Reporting tools

Job description

2 days ago Be among the first 25 applicants

This range is provided by Key Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Key Group

Senior Recruitment Specialist at Key Group- volume and technical recruitment, specialist headhunting and talent acquisition

Job Title: Customer Engagement Performance Coach

Reports to: Head of Customer Operations

Location: Head office

Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.

Role Purpose

To coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation’s strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.

Whats in it for you?

23 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | Simply Health cashback plan | Life Assurance – x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay

Key Responsibilities:

• Coach, lead, and develop agents to achieve individual and team performance targets.
• Foster a culture of accountability, collaboration, and continuous learning.

Operational Excellence

• Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
• Identify and implement process improvements to enhance efficiency and customer experience.

Customer Focus

• Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
• Analyse customer feedback and complaints to identify trends and drive service improvements.
• Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.

Insight

• Produce and present regular performance reports for Head of Operations.
• Use customer feedback to identify trends, forecast demand, and inform strategic decisions.

Compliance & Quality

• Ensure adherence to regulatory requirements, internal policies, and quality standards.
• Maintain up-to-date knowledge of industry best practices and compliance obligations.

Key Skills & Experience we look for

• Proven experience with coaching experience in a call centre or customer service operation.
• Excellent analytical and problem-solving abilities.
• Proficient in using contact centre systems, CRM platforms, and reporting tools.
• Exceptional communication and stakeholder management skills.
• Ability to work under pressure and adapt to changing priorities.

Success Measures

• Achievement of service level and customer satisfaction targets.
• Achievement of KPIs, as well as improving numbers.
• High employee engagement and low attrition.
• Delivery of actionable insights and continuous improvement initiatives.
• Strong cross-functional collaboration and stakeholder feedback.

Sound like you? Apply now, or reach out to [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning, Training, and Business Development

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