Customer Experience Coach – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Worcester. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll be based at an insurance contact centre in Worcester. Living nearby, or on a taxi route to it, really helps.

• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Management development programme

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.