At a Glance
- Tasks: Coach and develop teams to enhance guest experiences in our Contact Centre.
- Company: Center Parcs, a leader in creating memorable guest experiences.
- Benefits: Competitive salary, bonus scheme, discounts, and career development opportunities.
- Other info: Hybrid working model with flexible hours and a focus on diversity and inclusion.
- Why this job: Make a real impact by empowering colleagues and improving guest interactions.
- Qualifications: Experience in coaching or quality roles within a contact centre.
The predicted salary is between 34000 - 34000 £ per year.
Hybrid role with both office and home-working. At Center Parcs, our people are at the heart of every memorable guest experience and we're looking for a passionate Quality Coach to help bring this to life across our Contact Centre.
As a Contact Centre Quality Coach, you'll drive how our teams show up for our guests building confidence, unlocking personality, and raising the bar on every interaction. This is a hands-on role where quality means coaching in the moment, spotting opportunities, and bringing out the best in people.
You’ll partner with individuals, teams, and leaders to deliver impactful 1:1 coaching and energising workshops that embed best practice and lift performance. From day one onboarding to evolving new ways of working, you'll make sure our 90+ colleagues feel ready, supported, and empowered to deliver standout guest experiences.
What You'll Be Doing:
- Driving Quality & Guest Experience – Monitor and review guest interactions across calls, emails and digital channels to assess quality, identify trends and uncover opportunities to enhance the overall guest experience in line with Center Parcs values.
- Coaching & Developing People – Deliver supportive, strengths based 1:1 coaching and engaging group workshops that build confidence, close performance gaps and embed best practice across the Contact Centre.
- Turning Insight into Action – Analyse quality outcomes to spot recurring themes and root causes, translating them into clear, actionable feedback for Agents and Leaders to continuously raise standards.
- Building Capability & Consistency – Support inductions, lead training on new ways of working and contribute to calibration sessions to ensure fair, consistent quality assessments and a highly capable, guest ready team.
- Championing Standards & Continuous Improvement – Promote a culture of learning and open feedback while ensuring compliance with GDPR, Health & Safety and environmental policies, using data, technology and insight to drive ongoing improvement.
Hours Of Work: You will be contracted to work 150 hours per 4-week period, spread over 5 days per week. Your hours of work will be fixed between the hours of 8:30am and 7:00pm, and your days of work will vary each week. Your working hours will include some weekends and public/bank holidays on a rota basis. Please note, this role will be hybrid with approximately 2-3 days in the office and the remainder working from home.
What We're Looking For:
- Previous experience in a contact centre quality, coaching, training or performance support role.
- Strong coaching skills and experience delivering 1:1 coaching and group workshops.
- Proven track record of exceeding targets.
About the Benefits: Center Parcs is a fantastic place to work, and the benefits are as impressive as they are unique. Here are just a few:
- Colleague Bonus Scheme
- Pension Scheme with Life Assurance
- Discounted Center Parcs breaks
- Free use of our leisure facilities
- 20% discount in our restaurant and retail outlets
- Colleague Recognition and Reward Scheme – offering a choice of Center Parcs and High Street vouchers
- Access to Perks at Work Portal - offering a wide range of retail and leisure discounts
- An Employee Assistance Program - providing support on financial, health and legal matters
- Excellent opportunities for career development and progression with the opportunity to gain externally recognised qualifications
At Center Parcs, everyone's welcome. We recognise that we're all at our best when we're being ourselves. We are committed to building a culture that champions diversity, equity and inclusion, where everyone is treated fairly and with respect. We welcome people from all backgrounds and want them to feel valued for their individuality, thrive in our business and share a sense of belonging. We place a lot of value on recruiting based on behaviours rather than prioritising qualifications or experience.
We are proud to be a Disability Confident Employer, please let us know if you require any support or reasonable adjustments during the application or interview process.
Contact Centre - Quality Coach employer: Center Parcs group
At Center Parcs, we pride ourselves on creating a supportive and inclusive work environment where our employees are empowered to excel. As a Contact Centre Quality Coach, you'll enjoy a hybrid working model that promotes work-life balance, alongside unique benefits such as discounted breaks, access to leisure facilities, and a strong focus on personal development through coaching and training opportunities. Join us in fostering a culture of continuous improvement and exceptional guest experiences, all while being part of a diverse team that values individuality and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre - Quality Coach
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Center Parcs' values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your coaching skills! Since the role is all about developing others, think of examples from your past where you've successfully coached or trained someone. Be ready to share these stories during your interview.
✨Tip Number 3
Prepare for situational questions! Expect to be asked how you'd handle specific scenarios in the contact centre. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Contact Centre - Quality Coach
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how passionate you are about coaching and enhancing guest experiences. Share specific examples that highlight your love for helping others succeed.
Tailor Your Application:Make sure to customise your application to reflect the skills and experiences mentioned in the job description. We’re looking for someone with strong coaching skills and a knack for delivering engaging workshops, so highlight those experiences!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. This will help us quickly see how you can contribute to our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Center Parcs group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Quality Coach at Center Parcs. Familiarise yourself with their values and how they translate into guest experiences. This will help you articulate how your skills align with their mission.
✨Showcase Your Coaching Skills
Prepare to discuss specific examples of your coaching experience. Think about times when you've successfully developed individuals or teams. Highlight your approach to delivering 1:1 coaching and group workshops, as this is crucial for the role.
✨Be Data-Driven
Since the role involves analysing quality outcomes, be ready to talk about how you've used data to drive improvements in previous positions. Bring examples of how you've identified trends and turned insights into actionable feedback.
✨Emphasise Continuous Improvement
Center Parcs values a culture of learning and open feedback. Prepare to discuss how you've promoted continuous improvement in past roles. Share your thoughts on how to foster an environment where team members feel empowered to learn and grow.
