At a Glance
- Tasks: Coach colleagues to enhance customer conversations and drive performance improvements.
- Company: PayPlan, a compassionate company dedicated to helping those in financial difficulty.
- Benefits: Competitive salary, supportive culture, and opportunities for personal and professional growth.
- Other info: Join a mission-driven team that values empathy and respect.
- Why this job: Make a real difference in people's lives while developing your coaching skills.
- Qualifications: Experience in coaching or performance roles, strong communication skills, and a customer-focused mindset.
The predicted salary is between 35000 - 40000 £ per year.
Location: Grantham, Hybrid (approx. 3 days a week in office)
Salary: £35,000 - £40,000
Hours: 35 hours, full time
At PayPlan, we’re passionate about supporting customers through financial difficulty with empathy, expertise, and integrity. As a Performance Coach, you will play a key role in shaping how our colleagues deliver high-quality, compliant, and customer-focused conversations. This is a highly impactful role where you’ll use coaching, insight, and collaboration to drive both colleague performance and customer outcomes. You’ll work across teams to embed best practice, support new starters, and develop leadership capability ensuring every customer interaction reflects our values and standards.
What You'll Be Doing:
- Embed conversational excellence: Own and evolve the conversational framework to ensure high-quality, compliant, and consistent customer interactions.
- Deliver performance coaching: Use data, observation, and call listening to provide targeted coaching that improves individual and team performance.
- Support colleague development: Coach new starters through their first 90 days and partner with Team Leaders.
- Develop leadership capability: Equip Team Leaders with coaching skills, tools, and confidence.
- Drive continuous improvement: Identify trends and feed insights into L&D and training improvements.
- Collaborate across the business: Partner with HR, L&D, and operational teams.
- Use insight to influence change: Improve customer journeys and decision-making.
What we're looking for:
- Experience in coaching, quality, or performance roles within an operational or contact centre environment (financial services preferred).
- Strong understanding of customer conversations, experience, and compliance.
- Ability to use performance data to identify issues and drive measurable improvements.
- Proven ability to coach and develop both individuals and leaders.
- Excellent communication and influencing skills, with the ability to build strong relationships.
- A coaching mindset, with strong analytical thinking and a focus on continuous improvement.
- Customer-focused, resilient, and adaptable in a fast-paced environment.
Who are PayPlan?
We believe that everyone should be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments to assist you in applying, please contact the HR team at PayPlan. Your application matters to us. Every application we receive is manually reviewed by our recruitment team - we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
Performance and Conversational Coach in Grantham employer: PayPlan
At PayPlan, we pride ourselves on fostering a supportive and empathetic work culture that prioritises the well-being of both our employees and the customers we serve. As a Performance and Conversational Coach in Grantham, you will have the opportunity to make a meaningful impact while enjoying a hybrid work model, competitive salary, and access to professional development resources. Join us in our mission to provide exceptional support to those in financial difficulty, and be part of a team that values integrity, collaboration, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Performance and Conversational Coach in Grantham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at PayPlan. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising your coaching scenarios. Think about how you'd handle different customer conversations and be ready to share your insights on performance improvement.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive improvements in past roles. This will really resonate with the team at PayPlan.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Performance and Conversational Coach in Grantham
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for helping others shine through. We want to see how your values align with ours, especially when it comes to empathy and making a positive impact.
Tailor Your Experience:Make sure to highlight your relevant experience in coaching or performance roles. Use specific examples that demonstrate your ability to improve customer conversations and drive results, as this is key for us.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences, so avoid fluff and focus on what matters.
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves, and you’ll be part of our manual review process, which we take pride in.
How to prepare for a job interview at PayPlan
✨Know the Company Inside Out
Before your interview, take some time to research PayPlan thoroughly. Understand their mission, values, and the specific challenges they face in the financial services sector. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Coaching Experience
Be ready to discuss your previous coaching experiences in detail. Prepare specific examples of how you've used data and observation to improve performance. Highlight any success stories where your coaching made a measurable impact on individual or team outcomes.
✨Demonstrate Your Communication Skills
As a Performance and Conversational Coach, excellent communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common coaching scenarios to showcase your ability to build rapport and influence others during the interview.
✨Prepare Questions That Matter
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful queries that reflect your understanding of the role and the company. For instance, ask about the current challenges the team faces or how they measure success in coaching initiatives. This shows you're proactive and genuinely interested in contributing to their goals.
