At a Glance
- Tasks: Coach and develop teams to enhance guest experiences in a dynamic contact centre environment.
- Company: Centre Parcs, a leader in creating memorable guest experiences.
- Benefits: Competitive salary, bonus scheme, discounts, and access to leisure facilities.
- Other info: Flexible hybrid working with excellent career development opportunities.
- 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 30000 - 34000 £ per year.
Hybrid role with both office and home-working. At Centre 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 Centre 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 be allocated on a flexible basis, which means that 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:
Centre 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 Centre 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 Centre 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
Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.
At Centre 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
At Centre Parcs, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and development. As a Contact Centre Quality Coach, you'll enjoy a hybrid working model, competitive benefits including a colleague bonus scheme and discounted breaks, and ample opportunities for career progression in a supportive environment that values diversity and inclusion.
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 Centre Parcs' values and culture. This will help you connect your coaching style with their mission of delivering standout guest experiences.
✨Tip Number 2
Practice your coaching scenarios! Think about how you would handle different situations in the contact centre. Being able to demonstrate your coaching skills in real-time will show them you're the right fit for the role.
✨Tip Number 3
Bring your data game! Be ready to discuss how you've used insights from quality assessments to improve performance. Showing that you can turn data into actionable feedback will impress the hiring team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note. It’s a great way to reiterate your enthusiasm for the role and keep you fresh in their minds. Plus, it shows you care!
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 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 proven track record, so highlight those relevant experiences to catch our eye!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’d be a great fit for the Quality Coach role.
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 makes the whole process smoother for everyone involved.
How to prepare for a job interview at Center Parcs
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Quality Coach in a contact centre. Familiarise yourself with the key aspects like coaching, monitoring guest interactions, and promoting continuous improvement. This will help you demonstrate your knowledge and passion for the role.
✨Showcase Your Coaching Skills
Prepare to discuss your previous coaching experiences, especially in a contact centre environment. Think of specific examples where you successfully delivered 1:1 coaching or group workshops. Highlight how you built confidence and closed performance gaps, as this aligns perfectly with what they’re looking for.
✨Bring Data-Driven Insights
Since the role involves analysing quality outcomes, be ready to talk about how you've used data to identify trends and improve performance in past roles. Share examples of actionable feedback you've provided and how it led to tangible improvements in guest experience.
✨Emphasise Your Flexibility
Given the hybrid nature of the role, it's important to express your adaptability. Talk about your experience working both in-office and remotely, and how you manage your time effectively. This will show that you're ready to thrive in their flexible working environment.
