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Customer Service Coaching and Development Lead
Job Posted: a day ago
Salary: £ 55,000 - 60,000 / Annum
Job Type: Contract
Location: Redditch, Worcestershire
Expire in: a month
Job Description
Customer Service Coaching & Development Lead
Redditch
Full-time, Fixed Term Contract (3 months)
We are looking for an experienced and people-focused leader to join our client as Customer Service Coaching & Development Lead on a 3-month fixed-term basis.
This is a hands-on, high-impact role where you will train, coach, and mentor our customer service team — embedding a clear understanding of “what good looks like” in every interaction. You’ll be instrumental in raising performance standards, building essential skills, and ensuring best practice, particularly when supporting vulnerable customers.
Key Responsibilities
* Coach, mentor, and develop the customer service team to consistently deliver high-quality, compliant experiences.
* Identify performance gaps and deliver targeted training to improve knowledge, process, and behaviours.
* Lead by example in handling complex customer calls, showing empathy and diligence.
* Train the team on accurate customer interaction recording while ensuring GDPR compliance.
* Deliver one-to-one coaching, group workshops, and real-time feedback for rapid improvement.
* Build coaching capability within team managers to ensure lasting results.
* Track and report progress using performance metrics, quality scores, and customer feedback.
* Champion a positive, professional, and customer-first culture.
Skills & Experience Required
* Proven experience as a Call Centre Manager or senior coach in a customer service environment.
* Exceptional coaching and mentoring skills, with a record of improving team performance.
* Strong interpersonal and communication skills to inspire and influence teams.
* Experience designing and delivering targeted training.
* Resilient, results-driven, and able to deliver a rapid, lasting impact.
Why Join Us?
This is your opportunity to make a tangible difference in a short period — leaving behind a stronger, more capable, and motivated team. If you’re passionate about developing people, driving service excellence, and leading from the front, we’d love to hear from you.
Apply Today
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