At a Glance
- Tasks: Coach and inspire a high-performing call centre team to deliver exceptional customer service.
- Company: Key Later Life Finance is a leading expert in later life lending solutions for UK homeowners.
- Benefits: Enjoy 23 days holiday, a great pension, well-being days, and a rewarding staff referral scheme.
- Other info: Opportunity for continuous improvement and professional growth in a supportive environment.
- Why this job: Join a culture of accountability and collaboration while making a real impact on customer experiences.
- Qualifications: Proven coaching experience in a call centre, strong people development skills, and excellent communication abilities.
The predicted salary is between 36000 - 60000 £ per year.
2 days ago Be among the first 25 applicants
This range is provided by Key Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Key Group
Senior Recruitment Specialist at Key Group- volume and technical recruitment, specialist headhunting and talent acquisition
Job Title: Customer Engagement Performance Coach
Reports to: Head of Customer Operations
Location: Head office
Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.
Role Purpose
To coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation’s strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.
Whats in it for you?
23 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | Simply Health cashback plan | Life Assurance – x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay
Key Responsibilities:
- Coach, lead, and develop agents to achieve individual and team performance targets.
- Foster a culture of accountability, collaboration, and continuous learning.
Operational Excellence
- Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
- Identify and implement process improvements to enhance efficiency and customer experience.
Customer Focus
- Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
- Analyse customer feedback and complaints to identify trends and drive service improvements.
- Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.
Insight
- Produce and present regular performance reports for Head of Operations.
- Use customer feedback to identify trends, forecast demand, and inform strategic decisions.
Compliance & Quality
- Ensure adherence to regulatory requirements, internal policies, and quality standards.
- Maintain up-to-date knowledge of industry best practices and compliance obligations.
Key Skills & Experience we look for
- Proven experience with coaching experience in a call centre or customer service operation.
- Excellent analytical and problem-solving abilities.
- Proficient in using contact centre systems, CRM platforms, and reporting tools.
- Exceptional communication and stakeholder management skills.
- Ability to work under pressure and adapt to changing priorities.
Success Measures
- Achievement of service level and customer satisfaction targets.
- Achievement of KPIs, as well as improving numbers.
- High employee engagement and low attrition.
- Delivery of actionable insights and continuous improvement initiatives.
- Strong cross-functional collaboration and stakeholder feedback.
Sound like you? Apply now, or reach out to careers@krgroup.co.uk
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Strategy/Planning, Training, and Business Development
Referrals increase your chances of interviewing at Key Group by 2x
Get notified about new Performance Coach jobs in Preston, England, United Kingdom.
Behavioural Safety/Human Performance Manager
Burnley, England, United Kingdom 2 weeks ago
Learner Support Coach – Personal Training Qualifications – Chorley
Chorley, England, United Kingdom 8 months ago
Managing Director & Coach ( UK ) – Leadership, Strategy, and Innovation
Preston, England, United Kingdom 1 month ago
United Kingdom $55,000.00-$125,000.00 4 weeks ago
Learner Support Coach – Pilates and Group Exercise – Chorley
Chorley, England, United Kingdom 1 month ago
Prescot, England, United Kingdom 2 days ago
Case Manager and Coach for Homeless Recovery and Mental Health
Lancashire, England, United Kingdom 3 weeks ago
Case Manager and Coach for Homeless Recovery and Mental Health
Lancashire, England, United Kingdom 3 weeks ago
Operations Performance Leader, North West
North West, England, United Kingdom 2 weeks ago
Preston, England, United Kingdom 3 hours ago
Preston, England, United Kingdom 3 hours ago
Greater Manchester, England, United Kingdom 1 month ago
North West, England, United Kingdom 3 days ago
Blackburn, England, United Kingdom 2 weeks ago
Preston, England, United Kingdom 3 hours ago
Preston, England, United Kingdom 3 hours ago
Blackburn, England, United Kingdom 3 months ago
Blackburn, England, United Kingdom 6 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrPerformance Coach in Preston employer: Key Group
Key Later Life Finance is an exceptional employer that prioritises employee development and well-being, offering a supportive work culture where coaching and collaboration thrive. With generous benefits including up to 28 days of holiday, a robust pension scheme, and a focus on continuous improvement, employees are empowered to grow within their roles while contributing to meaningful customer experiences in the heart of the UK financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Coach in Preston
✨Tip Number 1
Familiarise yourself with the latest trends in customer engagement and performance coaching. Understanding what makes a successful call centre team can help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees of Key Later Life Finance. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully coached teams in the past. Highlighting measurable outcomes from your previous roles will show your potential impact on their operations.
✨Tip Number 4
Research the company's values and mission. Being able to articulate how your personal values align with theirs can set you apart as a candidate who is genuinely interested in contributing to their goals.
We think you need these skills to ace Performance Coach in Preston
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the key responsibilities and skills required for the Performance Coach position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV:Ensure your CV showcases your coaching experience in call centres or customer service operations. Highlight specific achievements, such as improvements in KPIs or employee engagement, to demonstrate your impact.
Write a Tailored Cover Letter:In your cover letter, express your passion for coaching and developing teams. Use examples from your past experiences that illustrate your ability to foster a culture of accountability and continuous learning.
Highlight Relevant Skills:Make sure to emphasise your analytical and problem-solving abilities, as well as your proficiency with contact centre systems and CRM platforms. These skills are crucial for the role and should be clearly presented in your application.
How to prepare for a job interview at Key Group
✨Showcase Your Coaching Skills
As a Performance Coach, your ability to develop and inspire others is crucial. Prepare examples of how you've successfully coached team members in the past, focusing on specific outcomes and improvements.
✨Demonstrate Customer Focus
Highlight your commitment to a customer-first culture. Be ready to discuss how you've handled customer feedback and complaints, and how you’ve used that information to drive service improvements.
✨Prepare for KPI Discussions
Understand the key performance indicators relevant to the role. Be prepared to discuss how you've monitored and managed KPIs in previous roles, and share any strategies you've implemented to improve them.
✨Emphasise Collaboration Skills
The role requires strong cross-functional collaboration. Think of examples where you've worked with other departments to resolve issues or improve processes, and be ready to share these during the interview.
