Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Coach and train contact centre agents to enhance patient experience and improve sales.
- Company: Optical Express has over 35 years of experience in transforming lives through exceptional eye care.
- Benefits: Enjoy competitive salary, monthly bonuses, discounts on treatments, and excellent transport links.
- Why this job: Join a supportive team focused on excellence, community impact, and personal growth.
- Qualifications: Experience in coaching or training within a contact centre, preferably in healthcare or sales.
- Other info: Be part of a culture that values care, trust, and integrity.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
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 driven Contact Centre Coach to 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
Contact Centre Coach employer: Optical Express
Contact Detail:
Optical Express 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 inform your coaching strategies. Being able to demonstrate this skill will set you apart as a candidate who can drive continuous improvement.
✨Tip Number 4
Prepare to discuss your approach to fostering a high-performance culture. Think about how you motivate individuals and teams, as this is crucial for the role and will resonate well with the hiring team.
We think you need these skills to ace Contact Centre Coach
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Contact Centre Coach position. Tailor your application to highlight relevant experience in coaching, training, and working in a contact centre environment.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you have delivered training or coaching, especially in healthcare or regulated environments. Use specific examples to demonstrate your impact on team performance and patient experience.
Showcase Your Skills: Make sure to showcase your strong communication skills and ability to motivate others. Provide examples of how you've used data and QA tools to enhance coaching effectiveness, as this aligns with the job's requirements.
Craft a Compelling Cover Letter: Write a tailored cover letter that reflects your passion for patient care and your commitment to fostering a high-performance culture. Mention how your values align with Optical Express's mission and culture, which will help you stand out.
How to prepare for a job interview at Optical Express
✨Showcase Your Coaching Skills
Be prepared to discuss your previous experience in coaching or training roles. Highlight specific examples where you successfully improved team performance or enhanced the skills of individuals, especially in a contact centre environment.
✨Understand the Company Culture
Research Optical Express and their commitment to patient care and community involvement. Be ready to explain how your values align with theirs and how you can contribute to their culture of care, trust, and integrity.
✨Demonstrate Data-Driven Decision Making
Familiarise yourself with key performance metrics relevant to contact centres. Be prepared to discuss how you would use data to identify coaching needs and drive continuous improvement within the team.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview. Practice delivering feedback and coaching in a simulated environment, as this will showcase your ability to motivate and support agents effectively.
