At a Glance
- Tasks: Coach and train contact centre advisors to enhance performance and customer experience.
- Company: Join a leading organisation in a dynamic, regulated industry.
- Benefits: Competitive pay, potential contract extension, and professional development opportunities.
- Other info: Be part of a major customer service transformation project.
- Why this job: Make a real difference by improving service delivery and team performance.
- Qualifications: Experience in coaching or training within a contact centre environment.
The predicted salary is between 42750 - 52250 £ per year.
Location: Peterborough
Duration: Initial 6-Month Contract (Potential Extension to 9 Months)
Working Pattern: On-site
The Opportunity
We're recruiting experienced Contact Centre Coaches, Trainers, and Performance Coaches to support a major customer service transformation programme for a leading organisation within a regulated industry. This project focuses on enhancing the capability of contact centre colleagues through effective coaching, training, and development interventions. You'll play a key role in helping customer-facing teams improve performance, customer experience, and overall service delivery.
Key Responsibilities
- Deliver one-to-one and group coaching sessions to contact centre advisors.
- Identify performance gaps and implement targeted development plans.
- Support the delivery of training and upskilling initiatives.
- Provide ongoing feedback and performance support to operational teams.
- Work closely with team leaders and stakeholders to embed best practice.
- Monitor coaching effectiveness and support continuous improvement activities.
- Help drive improvements in customer outcomes, service quality, and operational performance.
Skills & Experience
Essential
- Proven experience coaching, mentoring, or training staff within a contact centre or call centre environment.
- Strong communication and influencing skills.
- Ability to build credibility with stakeholders at all levels.
- Demonstrable experience improving individual and team performance through coaching interventions.
Desirable
- Experience within a Financial Services or other regulated environment.
- Knowledge of customer service quality frameworks, compliance requirements, or performance improvement methodologies.
- Previous involvement in large-scale transformation or change programmes.
If you're passionate about developing people, driving performance improvement, and supporting operational excellence, we'd love to hear from you.
Contact Centre Performance Coach in Peterborough employer: Lorien
Join a forward-thinking company in Manchester that values technical expertise and offers a dynamic work culture. With a focus on hybrid working, flexible hours, and a strong emphasis on employee growth, this role provides the opportunity to lead impactful projects while maintaining a hands-on engineering position. Enjoy a competitive salary, annual bonus, and the chance to shape the future of corporate infrastructure services in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Performance Coach in Peterborough
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lorien.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lorien. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Contact Centre Performance Coach in Peterborough
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lorien.
How to prepare for a job interview at Lorien
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lorien's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lorien offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
