At a Glance
- Tasks: Coach and develop teams to enhance guest experiences in a dynamic contact centre.
- Company: Center Parcs, a leader in creating memorable guest experiences.
- Benefits: Competitive salary, bonuses, discounts, and career development opportunities.
- Other info: Hybrid working model with 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 environment.
The predicted salary is between 32000 - 34000 £ per year.
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. Whilst your hours of work will be fixed between the hours of 8:30am and 7:00pm, 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 in Newark on Trent employer: Center Parcs group
At Center Parcs, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises personal growth and development. As a Contact Centre Quality Coach, you'll enjoy a hybrid working model, competitive benefits including a colleague bonus scheme and access to leisure facilities, and the opportunity to make a real impact on guest experiences while being part of a diverse and inclusive team. Join us in creating memorable moments for our guests while advancing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre - Quality Coach in Newark on Trent
✨Tip Number 1
Get to know the company! Before your interview, dive into Center Parcs' values and culture. 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
Show off your analytical side! Be prepared to discuss how you've used data to improve performance in previous roles. Highlight any specific metrics or outcomes that demonstrate your impact.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the Center Parcs family.
We think you need these skills to ace Contact Centre - Quality Coach in Newark on Trent
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 delivering outstanding guest experiences and coaching others to do the same.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in quality coaching and contact centre roles. We love seeing how your skills align with what we're looking for!
Be Specific with Examples:Use specific examples from your past experiences to demonstrate your coaching skills and successes. We appreciate clear, actionable insights that show how you've made a difference in previous roles.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Center Parcs.
How to prepare for a job interview at Center Parcs group
✨Know the Company Inside Out
Before your interview, take some time to research Center Parcs and their values. Understand how they prioritise guest experiences and how your role as a Quality Coach fits into that. This will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Coaching Skills
Prepare specific examples from your past experience where you've successfully coached individuals or teams. Highlight how you identified performance gaps and implemented strategies to improve them. This will demonstrate your ability to drive quality and enhance guest experiences, which is crucial for this role.
✨Be Ready to Discuss Data Insights
Since the role involves analysing quality outcomes, be prepared to talk about how you've used data to inform your coaching strategies. Bring examples of trends you've spotted in previous roles and how you translated those insights into actionable feedback. This shows your analytical skills and commitment to continuous improvement.
✨Emphasise Your Adaptability
Given the hybrid nature of the role, it's important to convey your flexibility and adaptability. Share experiences where you've successfully navigated changes in work environments or processes. This will reassure the interviewers that you can thrive in both office and home settings while maintaining high standards.
