At a Glance
- Tasks: Coach and develop call centre teams to enhance customer service and operational performance.
- Company: Join a leading financial services company with a focus on growth and development.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a culture that values continuous learning and excellence.
- Why this job: Make a real difference by empowering colleagues and improving customer experiences.
- Qualifications: Experience in coaching within a contact centre and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Call Centre Coach
Location
- Peterborough / Basingstoke (Hybrid)
- We're seeking an experienced
Call Centre Coach to play a pivotal role in improving customer outcomes, colleague capability and operational performance within a highly regulated financial services environment.
This is an opportunity to move beyond traditional training delivery and become a trusted partner to operational leaders, helping teams unlock their full potential through impactful coaching, performance insight and behavioural development.
Working closely with Team Managers and Customer Service Representatives, you'll influence performance across multiple teams, embedding best practice in customer engagement, objection handling, call control and regulatory compliance.
- What You'll Be Doing
- Deliver structured coaching programmes to Contact Centre Advisors and Team Managers.
- Observe customer interactions and provide high-quality, actionable feedback.
- Improve call quality, customer experience and operational effectiveness through targeted coaching interventions.
- Develop colleague capability in call control, objection handling and customer conversations.
- Analyse quality, performance and customer feedback data to identify coaching opportunities.
- Partner with operational leaders to build coaching capability across the contact centre.
- Support compliance, Consumer Duty and vulnerable customer requirements through behavioural coaching.
- Champion a culture of continuous learning, development and coaching excellence.
What We're Looking For
Essential
- Experience coaching or developing colleagues within a contact centre environment.
- Strong understanding of performance improvement, quality frameworks and customer experience.
- Excellent coaching, communication and stakeholder management skills.
- Ability to influence and drive behaviour change without direct management responsibility.
- Experience working within a regulated environment.
- Strong analytical skills with the ability to identify trends and develop effective interventions.
- Highly Desirable
- Financial Services, Insurance or Life & Pensions experience.
- Experience coaching Team Leaders or Team Managers.
- Knowledge of Consumer Duty and vulnerable customer principles.
- Experience delivering workshops, training sessions or development programmes.
Call Centre Coach in Peterborough employer: Sanderson
At Sanderson, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Belfast. Our commitment to employee growth is evident through tailored development programmes and opportunities for advancement, ensuring that our team members thrive in their careers while enjoying competitive rewards and a strong focus on health and safety compliance. Join us to take ownership of impactful projects and be part of a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Coach in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sanderson. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sanderson before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Coach in Peterborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sanderson:Your cover letter is your chance to shine! Tell us why you want to work at Sanderson specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sanderson!
How to prepare for a job interview at Sanderson
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
