Training & Coaching Consultant

The Role

As a Training & Coaching Consultant, you will play a pivotal role in enhancing the skills, knowledge, and overall performance of our Customer Service teams across our Barcelona, Bristol and London sites. This hybrid role combines the key elements of performance coaching and training consultancy to drive continuous development, engagement, and excellence in customer service.

You will have the autonomy to create impactful learning experiences and tailored coaching interventions that align with business goals. By leveraging data-driven insights and collaborating with stakeholders, you will ensure our teams remain adaptable and high-performing in a fast-paced, evolving environment.

This is an exciting opportunity for a passionate and flexible professional who thrives on coaching, training, and empowering people to reach their full potential.

What You Will Do...

• Design and deliver engaging learning solutions, including new product releases, performance improvement, technical and soft skills, and customer service onboarding.


• Create and implement personalised coaching plans to support Team Managers and Customer Service Advisors in achieving key performance indicators (KPIs).


• Use data insights to identify performance trends and areas for improvement, working with key stakeholders to drive measurable change through coaching.


• Support and mentor in-house New Starter Support Coaches to ensure an exceptional onboarding experience.


• Facilitate regular calibration sessions with stakeholders to maintain quality standards and consistency.


• Collaborate with the Training & Quality Manager to identify learning needs and develop targeted interventions.


• Promote self-directed learning by leveraging our Learning Skills Platform and blended learning approaches.


• Evaluate the effectiveness of training and coaching interventions, making data-driven recommendations for continuous improvement.


• Act as a subject matter expert and ambassador for Talent Development best practices.


• Keep up to date with industry trends and innovations in training, coaching, and customer service best practices.

What You Will Bring...

• Fluent in both English and Spanish, spoken and written (ability to speak Italian and/or French is also desirable)


• A strong background in Learning & Development, coaching, or performance management.


• A passion for developing people, with the ability to create impactful learning and coaching experiences that drive results.


• Proven experience in coaching and/or training in a customer service or contact centre environment with a minimum of 2 years experience in a dedicated role.


• The ability to work autonomously and flexibly, adapting to changing priorities and business needs.


• Strong facilitation skills, capable of tailoring delivery to different learning styles and levels of experience.


• Excellent communication and stakeholder management skills, with the ability to engage and inspire teams at all levels.


• Analytical mindset with experience in using data to inform decision-making and improve performance.


• Creativity and problem-solving skills to design innovative training solutions.


• A relevant professional qualification (e.g., CIPD or coaching accreditation) is desirable but not essential.

This role offers a unique opportunity to blend training and coaching expertise, fostering a high-performance culture and empowering individuals to excel in their roles. If you are passionate about learning, adaptability, and making a tangible impact, we’d love to hear from you!

Please submit your CV in English.