Call Coach

Everywhen; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A dynamic customer service company in the United Kingdom is seeking a Contact Centre Operations Coach. In this role, you will balance customer engagement and team development. You will build relationships with customers while also coaching and supporting your team to foster a culture of continuous improvement. Strong communication and a passion for service are essential. This position offers growth opportunities in a supportive environment and the chance to influence customer satisfaction.

Benefits

Collaborative working environment

Opportunities for skill development

Direct influence on customer satisfaction

Diverse and inclusive workplace

Qualifications

• Passion for customer service and developing people.
• Strong communication and coaching skills.
• Experience in a contact centre or customer-facing environment.

Responsibilities

• Build strong rapport with customers and ensure a positive experience.
• Support customer retention through effective communication.
• Coach advisors to enhance capability and performance.
• Embed quality standards across the team.
• Identify training needs and support development.

Skills

Customer service

Coaching skills

Communication

Problem-solving

Organisational skills

Job description

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 and supportive team.

This role provides a balanced mix of customer engagement and team development. You’ll spend approximately half your time liaising directly with customers—building relationships, driving retention, and delivering outstanding service.

The remaining half of your role will focus on coaching and supporting contact centre teams, embedding best practices, strengthening capability, and fostering a culture of continuous improvement.

What You’ll Be Doing

Building strong rapport with customers and ensuring a positive experience
• Supporting customer retention through effective communication and problem‑solving
• Coaching advisors to enhance capability, confidence, and performance
• Embedding quality standards and best practices across the team
• Identifying training needs and supporting development
• Encouraging a positive, customer‑centric culture

What We’re Looking For

• A passion for both customer service and developing people
• Strong communication and coaching skills
• Experience in a contact centre or customer‑facing environment
• A positive, people‑focused approach
• Someone who thrives in a varied, fast‑paced role
>Organised, proactive, and committed to continuous improvement

Why You’ll Love Working With Us

• A supportive and collaborative working environment
• Opportunities to develop your skills and progress your career
• A role where you can directly influence both customer satisfaction and team success
• A dynamic blend of customer interaction and coaching responsibilities

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.

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