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- Tasks: Coach and train contact centre agents to enhance patient experience and improve sales.
- Company: Optical Express, a leader in eye care with a focus on patient care and community.
- Benefits: Competitive salary, monthly bonuses, discounts on treatments, and career development.
- Why this job: Join a passionate team making a real difference in patients' lives every day.
- Qualifications: Experience in coaching or training, strong communication skills, and a proactive attitude.
- Other info: Dynamic work environment with excellent transport links and a collaborative culture.
The predicted salary is between 36000 - 60000 £ per year.
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 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 in Glasgow employer: Optical Express
Contact Detail:
Optical Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Coach in Glasgow
✨Tip Number 1
Network like a pro! Reach out to current employees at Optical Express on LinkedIn. Ask them about their experiences and any tips they might have for landing the Contact Centre Coach role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by practising common coaching scenarios. Think about how you would handle onboarding or provide feedback to agents. We want you to showcase your skills and show that you can motivate others effectively!
✨Tip Number 3
Don’t forget to highlight your data analysis skills! Be ready to discuss how you've used performance metrics in past roles to drive improvements. This is key for the Contact Centre Coach position, so make it shine!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you on board!
We think you need these skills to ace Contact Centre Coach in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Contact Centre Coach role. Highlight any relevant coaching or training experience, especially in healthcare or sales environments, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about coaching and how you can enhance patient experiences. Be genuine and let your personality come through!
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your application is clear and concise. Use straightforward language and structure your thoughts logically so we can easily see your potential.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Optical Express
✨Know the Company Inside Out
Before your interview, make sure you research Optical Express thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Coaching Skills
As a Contact Centre Coach, you'll need to demonstrate your ability to train and motivate others. Prepare examples from your past experiences where you've successfully coached individuals or teams. Highlight specific outcomes that resulted from your coaching efforts.
✨Be Data-Savvy
Since the role involves analysing performance data, brush up on your skills with QA tools and metrics. Be ready to discuss how you've used data to inform your coaching strategies in previous roles. This will show that you're proactive and results-driven.
✨Prepare for Behavioural Questions
Expect questions that assess your soft skills and how you handle various situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your experiences clearly and effectively, making a strong impression.
