Contact Centre Coach

Job Title: Contact Centre Coach

Location: Newcastle

Fixed Term Maternity Cover

Overview

We’re looking for an enthusiastic and driven Contact Centre Coach to support the continuous development of our service and retention teams. In this role, you'll be coaching individuals and groups to drive service excellence, while fostering a learning culture that empowers team members to take charge of their personal and professional growth.

As part of your responsibilities, you’ll support the delivery of inductions, skills-based training, and ongoing coaching programs. Your focus will be on enhancing the skills, knowledge, and practices needed for learners to successfully achieve their qualifications, meet performance targets, and pass end-point assessments.

To stay sharp and relevant, you’ll also spend two days per month actively engaging with customers, handling queries, and raising and resolving cases.

Key Responsibilities

Deliver engaging, regular coaching and training sessions across the business.

Collaborate closely with Team Leaders to ensure coaching is embedded throughout the business.

Identify training needs and provide targeted support across the department.

Assist employees with personal development plans and offer mentoring where needed.

Promote and manage coaching initiatives, ensuring balanced support across all teams.

Continuously review and enhance existing learning materials, aligning with the WasteManaged framework.

Monitor learner progress through ILU assessments and ensure training is aligned with business goals.

Provide constructive feedback and encouragement to boost individual and team performance.

Recognise and address skill gaps or development needs within the service and retention teams.

Manage and maintain content on the online learning portal.

Manager-in-Training & Succession Support

Actively identify high-potential employees for leadership development opportunities.

Support the Manager-in-Training (MIT) programme by delivering coaching tailored to management skills, people leadership, and strategic thinking.

Collaborate with senior leaders to develop succession plans and provide learning interventions that prepare individuals for future management roles.

Track and report on the progress of potential successors, helping them build capabilities required for promotion.

Person Specification

Strong written and verbal communication skills, with the ability to explain complex information clearly.

Exceptional interpersonal and relationship-building abilities.

Confident presenter with the ability to adapt delivery style to suit varied learning needs.

Quick to learn business processes, with a proactive and flexible mindset.

Self-motivated and able to work independently.

Previous experience in a contact centre environment, preferably in customer service or sales.

What You Bring

Minimum of 2 years’ experience in a Training, Coaching, or Learning & Development role.

Demonstrated success in designing and delivering impactful learning materials.

Proven ability to perform under pressure and meet deadlines.

Coaching or L&D certification is preferred—or a willingness to work toward one.

What We Offer

Salary up to £31,000 per annum (DOE)

Personal Health Care Reimbursement Plan

25 Days Annual Leave

Wellbeing Support Services

Workplace Pension Scheme

A collaborative, people-focused