• As a Coach, you’ll take ownership of team performance, service levels and customer experience within a fast‑paced Control Centre environment. • Working closely with senior leaders, you’ll turn insight into action, develop future talent, and drive meaningful improvements that make a difference to both customers and colleagues. • You will be accountable for the day‑to‑day coaching and performance of Operators within the Control Centre. • Working closely with Senior Coaches, Supervisors and the Control Centre Manager, you’ll play a key role in improving service delivery, customer satisfaction and first‑time resolution. • You will lead on reducing average handling time, call demand, complaints and failed call evaluations, while ensuring service levels and KPIs are consistently met. • The role also involves managing team performance and behaviours through coaching, training, engagement and motivation, as well as producing and using management information to drive continuous improvement. • In addition, you’ll support succession planning and mentoring programmes, promote a positive and engaged working culture, and ensure compliance with safeguarding, data protection, health & safety and company policies at all times.

• Individual support for mentees • Monthly 1.5-hour individual coaching session with each mentee • Asynchronous strategic follow-up via Slack • Facilitation of group sessions on key topics • Coordination with other coaches and experts

• Ensuring our clients experience world-class coaching that drives real business results • Delivering world-class coaching sessions • Group coaching with business owners • Facilitating online training sessions • Monitoring client results and engagement • Answering questions on our coaching portals and Facebook groups • Improving our coaching systems • Identifying and implementing better ways to help clients grow • Developing coaching resources to drive client success • Optimising coaching processes to get faster results • Helping clients grow profit, take control of their time, and build better businesses for themselves and their families

• Delivering world-class coaching sessions • Group coaching with business owners • Facilitating online training sessions • Monitoring client results and engagement • Answering questions on our coaching portals and Facebook groups • Improving our coaching systems • Identifying and implementing better ways to help clients grow • Developing coaching resources to drive client success • Optimising coaching processes to get faster results