Contact Centre Operations Coach

The Ardonagh Group; United Kingdom; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading insurance company in the United Kingdom is seeking a Customer Centre Operations Coach to enhance customer experiences and develop high-performing teams. This dual-role emphasizes direct customer engagement while also supporting team coaching. Responsibilities include achieving sales targets, coaching team members, and ensuring compliance with standards. Ideal candidates will have substantial coaching experience, strong insurance knowledge, and relevant qualifications, combined with excellent interpersonal skills. This position offers an opportunity for impactful performance improvement within a supportive work environment.

Qualifications

• Proven experience in coaching and managing people.
• Strong knowledge in the insurance sector.
• Experience working towards KPIs and SLAs.

Responsibilities

• Deliver customer outcomes and achieve sales targets.
• Coach and develop team members effectively.
• Ensure regulatory compliance and improve operational efficiency.

Skills

Coaching and developing people

Strong interpersonal skills

Performance and KPI-driven mindset

Ability to adapt to change

Excellent organizational skills

IT literacy

Education

Coaching qualification

Train-the-trainer certification

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 team. This role is designed to balance customer engagement with team coaching and development, ensuring that customer outcomes and staff capability go hand in hand.

You’ll spend approximately half your time liaising directly with customers—building relationships, driving retention, and delivering outstanding service. The other half will focus on coaching and supporting contact centre teams, embedding best practices, and fostering a culture of continuous improvement.

What you will do:

• Deliver excellent customer outcomes and achieve agreed sales and retention targets.
• Coach and develop team members through structured sessions and on‑the‑job support.
• Oversee induction and academy programmes to bring new hires to competency.
• Collaborate with leadership to implement effective sales, retention, and skill plans.
• Promote a positive, consistent culture across all contact centres.
• Identify skill gaps and deliver targeted training to improve performance.
• Ensure compliance with regulatory standards and company procedures.
• Drive operational efficiency and customer ease through continuous improvement initiatives.

What We’re Looking For

• Proven experience in coaching, developing, and managing people.
• Strong insurance knowledge.
• Willingness to enrol on or currently working towards the ICs programme.
• Experience working towards KPIs and SLAs.
• Coaching qualification.
• Train‑the‑trainer certification.

Key Skills

• Strong interpersonal and relationship‑building skills.
• Performance and KPI‑driven mindset.
• Ability to adapt to change and work under pressure.
• Excellent organisational and time management skills.
• IT literacy and awareness of emerging communication technologies.

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 a standard criminal record check.