Contact Centre Performance Coach

Contact Centre Performance Coach

Location: Peterborough

Duration: Initial 6-Month Contract (Potential Extension to 9 Months)

Working Pattern: On-site

The Opportunity

We're recruiting experienced Contact Centre Coaches, Trainers, and Performance Coaches to support a major customer service transformation programme for a leading organisation within a regulated industry.

This project focuses on enhancing the capability of contact centre colleagues through effective coaching, training, and development interventions. You'll play a key role in helping customer-facing teams improve performance, customer experience, and overall service delivery.

Key Responsibilities

• Deliver one-to-one and group coaching sessions to contact centre advisors.
• Identify performance gaps and implement targeted development plans.
• Support the delivery of training and upskilling initiatives.
• Provide ongoing feedback and performance support to operational teams.
• Work closely with team leaders and stakeholders to embed best practice.
• Monitor coaching effectiveness and support continuous improvement activities.
• Help drive improvements in customer outcomes, service quality, and operational performance.

Skills & Experience

Essential

• Proven experience coaching, mentoring, or training staff within a contact centre or call centre environment.
• Strong communication and influencing skills.
• Ability to build credibility with stakeholders at all levels.
• Demonstrable experience improving individual and team performance through coaching interventions.

Desirable

• Experience within a Financial Services or other regulated environment.
• Knowledge of customer service quality frameworks, compliance requirements, or performance improvement methodologies.
• Previous involvement in large-scale transformation or change programmes.

If you're passionate about developing people, driving performance improvement, and supporting operational excellence, we'd love to hear from you.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.