At a Glance
- Tasks: Coach colleagues to enhance customer conversations and drive performance improvements.
- Company: PayPlan, a compassionate company dedicated to helping people in financial difficulty.
- Benefits: Supportive culture, personal growth opportunities, and a chance to make a real impact.
- Other info: Hybrid work model with occasional travel and a commitment to employee development.
- Why this job: Join us to empower others while developing your coaching skills in a meaningful role.
- Qualifications: Experience in coaching or performance roles, strong communication, and analytical skills.
The predicted salary is between 29700 - 36300 £ per year.
Location: Hybrid, Occasional travel to our Grantham or London Office
Salary: Depending on Experience
Hours: 35 hours, full time
At PayPlan, we’re passionate about supporting customers through financial difficulty with empathy, expertise, and integrity. As a Performance Coach, you will play a key role in shaping how our colleagues deliver high-quality, compliant, and customer-focused conversations. This is a highly impactful role where you’ll use coaching, insight, and collaboration to drive both colleague performance and customer outcomes. You’ll work across teams to embed best practice, support new starters, and develop leadership capability — ensuring every customer interaction reflects our values and standards.
What you’ll be doing:
- Embed conversational excellence: Own and evolve the conversational framework to ensure high-quality, compliant, and consistent customer interactions.
- Deliver performance coaching: Use data, observation, and call listening to provide targeted coaching that improves individual and team performance.
- Support colleague development: Coach new starters through their first 90 days and partner with Team Leaders.
- Develop leadership capability: Equip Team Leaders with coaching skills, tools, and confidence.
- Drive continuous improvement: Identify trends and feed insights into L&D and training improvements.
- Collaborate across the business: Partner with HR, L&D, and operational teams.
- Use insight to influence change: Improve customer journeys and decision-making.
What we’re looking for:
- Experience in coaching, quality, or performance roles within an operational or contact centre environment (financial services preferred).
- Strong understanding of customer conversations, experience, and compliance.
- Ability to use performance data to identify issues and drive measurable improvements.
- Proven ability to coach and develop both individuals and leaders.
- Excellent communication and influencing skills, with the ability to build strong relationships.
- A coaching mindset, with strong analytical thinking and a focus on continuous improvement.
- Customer-focused, resilient, and adaptable in a fast-paced environment.
Who are PayPlan?
We believe that everyone should be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do!
Your application matters to us. Every application we receive is manually reviewed by our recruitment team - we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
Performance and Conversational Coach in Grantham employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Performance and Conversational Coach in Grantham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Performance and Conversational Coach in Grantham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
