At a Glance
- Tasks: Coach and develop teams to enhance guest experiences in a dynamic contact centre.
- Company: Join Center Parcs, where people create memorable guest experiences.
- Benefits: Enjoy a competitive salary, bonus scheme, and discounts on leisure activities.
- Other info: Flexible hybrid working with opportunities for personal growth and development.
- 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. Your hours of work will be fixed between the hours of 8:30am and 7:00pm, with flexible days of work that may vary each week, including some weekends and public/bank holidays on a rota basis. 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
Contact Centre - Quality Coach (Hiring Immediately) in Newark on Trent employer: Center Parcs
At Center Parcs, we pride ourselves on creating a supportive and dynamic work environment where our employees are empowered to excel. As a Contact Centre Quality Coach, you'll enjoy a hybrid working model that promotes flexibility, alongside a comprehensive benefits package including a colleague bonus scheme, discounted breaks, and access to leisure facilities. Our commitment to employee growth through engaging coaching and development opportunities ensures that you can thrive while contributing to memorable guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre - Quality Coach (Hiring Immediately) in Newark on Trent
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Center Parcs' values and mission. This way, you can tailor your responses to show how you fit right in with their vibe.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a mate or in front of the mirror. Focus on how your coaching skills can enhance guest experiences, just like they want in the role.
✨Tip Number 3
Bring your A-game to the interview! Prepare examples of how you've successfully coached others in the past. Highlight those moments where you turned feedback into action – that’s what they’re looking for!
✨Tip Number 4
Don’t forget to ask questions! Show your interest by asking about their training processes or how they measure success in the role. It’ll make you stand out as someone who’s genuinely keen to contribute.
We think you need these skills to ace Contact Centre - Quality Coach (Hiring Immediately) in Newark on Trent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Coach role. Highlight your coaching experience and how it aligns with our mission at Center Parcs to enhance guest experiences.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles where you’ve successfully coached individuals or teams, and how that led to improved performance.
Be Authentic:We love personality! Let your true self shine through in your application. Share your passion for coaching and how you can bring energy to our Contact Centre team.
Apply Through Our Website:For the best chance of success, apply directly through our website. It’s the easiest way for us to see your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at Center Parcs
✨Know the Company Inside Out
Before your interview, make sure you research Center Parcs thoroughly. Understand their values, mission, and what makes their guest experience unique. This will help you align your answers with their culture and show that you're genuinely interested in being part of their team.
✨Showcase Your Coaching Skills
Since the role focuses heavily on coaching and developing people, prepare specific examples from your past experiences where you've successfully coached individuals or teams. Highlight how you identified performance gaps and the strategies you used to close them.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle certain situations in the contact centre. Think about scenarios involving quality assessments or guest interactions, and be ready to discuss how you would turn insights into actionable feedback. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
Center Parcs values a culture of learning and improvement. Be prepared to discuss how you've contributed to continuous improvement in previous roles. Share examples of how you've used data and feedback to enhance processes or training, demonstrating your commitment to raising standards.
