Job Title: Service and Sales Performance Coach
This is a hands-on position focusing on coaching staff to deliver excellent service while maximizing sales opportunities. The Service & Sales Performance Coach will lead by example on the frontline, supporting customer engagement, tracking key performance metrics, and continuously developing team capability.
Key Responsibilities:
* Customer Service & Sales Coaching: Provide one-to-one and group coaching sessions to improve sales performance and customer interaction skills.
* Drive customer satisfaction and revenue by promoting services and upsell opportunities.
* Consistently reinforce high standards of customer service across all touchpoints.
* Support a culture of accountability, positivity, and commercial awareness among staff.
* Operational Oversight: Ensure all staff are fully trained and working in compliance with company policies and procedures.
* Collaborate with station leadership to maintain vehicle availability aligned with booking demand.
* Monitor upgrade sales and conversion metrics; coach staff on delivering service-led, value-driven conversations.
* Oversee rental documentation accuracy and underwriting procedures to ensure compliance.
* Support the secure handling of vehicles, premises, and customer data.
* Standards & Safety: Champion a clean, professional, and customer-ready workplace.
* Promote adherence to all health and safety policies; act as a role model in maintaining a safe working environment.
Required Skills and Qualifications:
* Full, clean B driving license (held for a minimum of 2 years preferred).
* Flexible approach to work patterns, including evenings, weekends, and holidays.
* Proven leadership experience in coaching or supervising customer-facing teams.
* Strong background in sales and customer service within a target-driven environment.
* Confident communicator with a passion for people development and service quality.
* Strong organisational skills, able to prioritise between coaching, operational delivery, and performance management.
What's On Offer:
* Competitive salary.
* Monthly performance-related bonus.
* 29 days annual leave (including bank holidays), increasing with length of service.
* Medical refund scheme.
* Enhanced statutory sick pay.
* Employer-matched pension scheme (1.5%).
* Enhanced maternity and paternity benefits.
* Access to employee benefits and discounts platform.
* Life assurance (2x basic salary).
* Employee Assistance Programme (EAP).
* Voluntary flu vaccination voucher.
* Bike to Work Scheme.
* Ongoing learning and development.
* Opportunities for career advancement.