Role Overview
We are seeking a skilled and experienced Team Coach to join our Contact Centre team.
This role is critical in ensuring the success of new starters, maintaining high customer satisfaction levels, and driving growth across the team.
The successful candidate will work closely with team leaders to support staff development, provide continuous coaching and training, and handle complex customer complaints.
Main Responsibilities
* New Starter Onboarding & Coaching
The ideal candidate will design and deliver structured onboarding programs for new hires, conduct induction training focused on systems, products, processes, and soft skills, and provide ongoing support during their first 90 days.
* Side-by-Side & Performance Coaching
They will also carry out side-by-side coaching sessions for ongoing skill development, monitor call quality, and provide real-time feedback to ensure excellent performance.
* Complaint & Escalation Management
The successful candidate will take ownership of escalated and complex customer complaints, investigate and resolve issues promptly, and identify root causes to recommend process or training improvements.
* Operational & Team Support
They will work closely with Team Leaders and Quality Assurance to align coaching strategies, help maintain morale and motivation across the team, and track and report on coaching outcomes and performance metrics.
Key Skills & Qualifications
* Proven experience in a contact centre environment (min 2 years)
* Strong coaching and mentoring skills
* Excellent communication and interpersonal abilities
* Ability to manage difficult conversations and de-escalate issues
* Skilled in complaint handling and resolution
* Comfortable working with KPIs and coaching performance
* IT literate with CRM and telephony systems
What We Offer
* Competitive salary and benefits package
* Career development opportunities and ongoing training
* A supportive and inclusive team environment
* Opportunities to shape our coaching culture and influence the wider business