Customer Service Team Coach

Customer Service Team Coach
Staffordshire
£32K- £36K Basic Salary
 

This is a fantastic opportunity to join a fast-paced customer service team as a Customer Service Team Coach. In this newly shaped role, you’ll take ownership of developing and implementing training programmes, mentoring and coaching customer service representatives and improving their performance and the processes they follow.

Acting as a key connector between training, operations, and leadership, you'll help embed a culture of continuous learning and support long-term capability building across the team.

Responsibilities

• Design, deliver, and manage a structured learning and development programme for the customer service team, aligned with team goals and behaviours
• Conduct regular 1:1 coaching sessions to support individual progression and knowledge application, including listening to calls and providing feedback
• Track and report on learning engagement and outcomes via the internal learning platform
• Identify and respond to training needs, creating tailored content where required
• Evaluate training effectiveness and adapt approaches to maximise impact

• Set clear expectations, provide regular feedback, and monitor development progress
• Support recruitment and onboarding, ensuring new starters are trained

• Support the design and delivery of career and skills mapping for internal development pathways
• Step in to support team operations and take on supervisory responsibilities when needed

• Act as a go-to escalation point for the team, customers, and internal stakeholders

Qualifications

• CIPD Level 3 in Learning & Development (or willingness to work towards it)
• Coaching, training delivery, or performance management certifications (desirable)

Skills

• Confident coaching and communication skills, with the ability to build rapport at all levels
• Strong organisational skills and the ability to manage competing priorities
• A collaborative and proactive mindset, with emotional intelligence and resilience

Experience

• Experience of working in a customer service or contact centre role
• Experience coaching individuals on a 1:1 basis, giving feedback, and supporting performance development
• Experience in learning, people development, or team leadership roles
• Familiarity with learning systems or platforms (desirable)

Blue Eskimo is the leading provider of specialist recruitment for the Learning and Development, e-learning and Training sectors. We provide interim, fixed term contract and permanent roles for multiple disciplines. These include Learning and Development Managers, e-learning Business Development Managers, E-learning Instructional Designers, Elearning Project Managers, Learning Technology Managers, Training Operations Managers, Training and e-learning Consultants, IT Trainers & Soft Skills Trainers.