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- Tasks: Lead onboarding and coaching to enhance patient experience in a dynamic contact centre.
- Company: Join Optical Express, a trusted leader in eye care with over 35 years of excellence.
- Benefits: Enjoy competitive salary, performance bonuses, and generous discounts on clinical treatments.
- Why this job: Be part of a supportive team culture focused on growth, learning, and making a difference.
- Qualifications: Experience in coaching or training, preferably in healthcare or sales environments.
- Other info: Located in Glasgow city centre with excellent transport links.
The predicted salary is between 28800 - 43200 £ per year.
Job Title – Contact Centre Coach
Location – Glasgow City centre
Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.
For over 35 years, millions of patients have trusted Optical Express with their eye care. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.
The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.
The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.
Overview
We are recruiting for a talented and drivenContact Centre Coachto support the growth of our best-in-class contact centre, purpose-built to support patients considering life-changing healthcare treatments.
As a key member of the Contact Centre leadership team, you will be responsible for delivering onboarding, coaching and training that enhances patient experience, improves sales conversations, and ensures compliance within a healthcare-focused outbound contact centre environment.
Key Responsibilities
- Deliver engaging onboarding programmes for new starters, including soft skills, brand alignment, system training and sales fundamentals
- Provide live and recorded call coaching, supporting agents with clear, developmental feedback
- Work closely with The Head of Contact Centre and Team Managers to identify coaching needs and drive continuous improvement
- Analyse performance data and quality metrics to shape coaching priorities
- Design and update training content in line with business needs and regulatory standards
- Foster a high-performance culture by supporting and motivating individuals to exceed expectations
About You
- Experience in a contact centre trainer, coach, or L&D role, ideally in healthcare, financial services or a regulated sales environment
- Skilled in delivering one-to-one and group coaching both on the floor and in a classroom setting
- Comfortable using QA tools and data to support behavioural coaching
- Strong communication skills and a natural ability to motivate others
- Proactive, confident, and credible when working with frontline teams and operational leaders
- Previous outbound or sales-focused experience is desirable but not essential
What We Offer
- Competitive salary
- Monthly performance bonus linked to team development outcomes
- Generous discounts on clinical treatments
- Excellent transport links, close to Glasgow Central, Queen Street, and Buchanan Bus Station
- Ongoing learning and career development opportunities
- A collaborative and patient-first culture
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Contact Centre Coach employer: Optical Express Group
Contact Detail:
Optical Express Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Coach
✨Tip Number 1
Familiarise yourself with Optical Express and their commitment to patient care. Understanding their values and culture will help you align your coaching style with their expectations, making you a more attractive candidate.
✨Tip Number 2
Highlight your experience in coaching and training within a contact centre environment. Be prepared to discuss specific examples of how you've improved team performance or enhanced customer experiences in previous roles.
✨Tip Number 3
Showcase your ability to analyse performance data and use it to drive coaching priorities. Prepare to discuss how you've used metrics to identify areas for improvement and the impact of your coaching on team outcomes.
✨Tip Number 4
Demonstrate your communication skills by engaging with current employees or industry professionals. Networking can provide insights into the role and company culture, which can be beneficial during interviews.
We think you need these skills to ace Contact Centre Coach
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in coaching, training, or contact centre roles. Emphasise any experience you have in healthcare or regulated environments, as this will resonate with Optical Express.
Craft a Compelling Cover Letter: In your cover letter, express your passion for patient care and how your skills align with the responsibilities of the Contact Centre Coach role. Mention specific examples of how you've successfully coached teams or improved performance in previous positions.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to convey ideas clearly. Use concise language and structure your application well to demonstrate your communication prowess.
Highlight Continuous Improvement: Discuss any initiatives you've led or participated in that focused on continuous improvement within a team. This could include training programmes you've developed or feedback mechanisms you've implemented to enhance performance.
How to prepare for a job interview at Optical Express Group
✨Understand the Company Culture
Before your interview, take some time to research Optical Express and their commitment to patient care and community involvement. Showing that you align with their values of care, trust, and integrity will demonstrate your fit for the role.
✨Prepare for Coaching Scenarios
Since the role involves delivering onboarding and coaching, be ready to discuss your previous experiences in training or coaching. Think of specific examples where you successfully improved performance or motivated a team member.
✨Familiarise Yourself with Performance Metrics
The job requires analysing performance data and quality metrics. Brush up on how you would use data to identify coaching needs and drive improvements. Be prepared to discuss any tools or methods you've used in the past.
✨Showcase Your Communication Skills
Strong communication is key in this role. During the interview, practice clear and confident communication. You might even want to prepare a brief presentation or explanation of a coaching strategy to showcase your skills.