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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences while coaching and developing high-performing teams.
- Company: Join a dynamic team focused on customer engagement and continuous improvement.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: Experience in coaching and managing people, with strong communication skills.
- Other info: Embrace a diverse and inclusive workplace that empowers you to thrive.
The predicted salary is between 36000 - 60000 £ per year.
Are you passionate about delivering exceptional customer experiences while developing high-performing teams? We’re looking for a Contact Centre Operations Coach to join our dynamic team. This role is designed to balance customer engagement with team coaching and development, ensuring that customer outcomes and staff capability go hand in hand. You’ll spend approximately half your time liaising directly with customers—building relationships, driving retention, and delivering outstanding service. The other half will focus on coaching and supporting contact centre teams, embedding best practices, and fostering a culture of continuous improvement.
What you will do:
- Deliver excellent customer outcomes and achieve agreed sales and retention targets.
- Coach and develop team members through structured sessions and on-the-job support.
- Oversee induction and academy programmes to bring new hires to competency.
- Collaborate with leadership to implement effective sales, retention, and skill plans.
- Promote a positive, consistent culture across all contact centres.
- Identify skill gaps and deliver targeted training to improve performance.
- Ensure compliance with regulatory standards and company procedures.
- Drive operational efficiency and customer ease through continuous improvement initiatives.
What We’re Looking For
Essential:
- Proven experience in coaching, developing, and managing people.
- Contact centre experience.
- Strong insurance knowledge.
- Excellent communication skills.
- Willingness to enrol on or currently working towards the ICs programme.
Desirable:
- Experience working towards KPIs and SLAs.
- Coaching qualification.
- Train-the-trainer certification.
Key Skills
- Strong interpersonal and relationship-building skills.
- Performance and KPI-driven mindset.
- Ability to adapt to change and work under pressure.
- Excellent organisational and time management skills.
- IT literacy and awareness of emerging communication technologies.
Contact Centre Operations Coach in Stevenage employer: The Ardonagh Group
Contact Detail:
The Ardonagh Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Coach in Stevenage
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on social media. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to coaching and customer service. We recommend role-playing with a friend or using online resources to sharpen your skills and boost your confidence.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've improved team performance or customer satisfaction in previous roles. This will help you stand out as a candidate who truly cares.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Contact Centre Operations Coach in Stevenage
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for delivering exceptional customer experiences. Use your application to highlight specific examples where you've gone above and beyond for customers or helped develop a high-performing team.
Tailor Your CV: Make sure your CV is tailored to the role of Contact Centre Operations Coach. Highlight your coaching experience, contact centre background, and any relevant qualifications that align with what we're looking for.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that make it easy for us to see your skills and experiences without wading through unnecessary fluff.
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’re considered for the role in a timely manner. Plus, it shows you're keen to join our team!
How to prepare for a job interview at The Ardonagh Group
✨Know Your Customer Experience
Make sure you understand what exceptional customer experiences look like. Research the company’s approach to customer engagement and be ready to discuss how you can contribute to that. Think of specific examples from your past roles where you’ve successfully enhanced customer satisfaction.
✨Showcase Your Coaching Skills
Prepare to talk about your experience in coaching and developing teams. Have a few success stories ready that highlight how you've helped team members improve their performance. This will demonstrate your ability to foster a culture of continuous improvement, which is key for this role.
✨Understand the Metrics
Familiarise yourself with KPIs and SLAs relevant to contact centres. Be prepared to discuss how you’ve worked towards these in previous positions. Showing that you have a performance-driven mindset will resonate well with the interviewers.
✨Emphasise Adaptability
In a dynamic environment like a contact centre, adaptability is crucial. Be ready to share examples of how you’ve successfully navigated change or handled pressure in the past. This will illustrate your ability to thrive in a fast-paced setting.
