Performance Coach

30 Nov 2017
10 Dec 2017
Contract Type
Full Time
Brakes Group is a leading supplier to the foodservice sector in the UK, Ireland, France and Sweden. The Group is committed to provide its customers with outstanding service, products and foodservice solutions, its people with a ‘great place to work’ and its suppliers with a great company to partner.
Owned by Sysco, the world’s leading foodservice company, Brakes Group comprises a family of specialist businesses which are able to deliver everything the caterer needs. It provides a professional, friendly regional service supported by a national network of depots, which ensures it offers an exceptional and individual service to each and every one of its customers
Performance Coach- Tamworth
The Sales & Service Excellence Team is an exciting new function within our Contact Centres. You will be working in an innovative team driving customer experience, employee engagement and performance. The role of the Performance Coach will help drive the Quality Strategy across the Customer function supporting the Head of Contact Centre in delivering the strategic plan for the department, via the deployment of tactical coaching and development plans
Typical responsibilities include:
  • Works across teams and disciplines within the contact Centre to deploy effective coaching plans that deliver performance improvement
  • Actively maintains and develops own knowledge and best practices of customer contact experience, and development practices in a contact centre environment
  • Work as an active member of the Sales & Service Excellence team in order to drive up standards in customer contact that directly impact on NPS, employee engagement and business results.
Required Skills and Experience:
  • Educated to a minimum A Level standard and/or at least 3 years’ experience in contact centres at supervisor/ mentoring/ buddy level
  • Excellent communication skills, both verbal and written
  • Strong presentation skills
  • Confident working 1:1 and in groups
  • Proven coaching experience in a Contact Centre environment is essential
  • Proactive and self-motivated work style with proven ability to manage multiple priorities
  • Ability to identify development needs & trends
  • Ability to build rapport and relationships quickly and effectively
  • Excellent planning and organisational skills
  • Previous Contact Centre operational experience essential
  • Ability to lead by example and act as a role model in customer contact practices
  • Team player with a confident and positive approach
  • Excellent listening and influencing skills
  • Commercial and customer focus
  • Ability to work collaboratively across both sales & service teams in the contact centre
  • High level of Contact Centre industry best practice and Brakes knowledge.
Desirable Skills and Experience
Coaching and or Training qualification advantageous
Brakes Group is committed to reducing the environmental impact the business has on both the communities it serves and the countries it operates in. It has ISO 14001 accreditation - an internationally recognised standard for environmental performance.
Brakes Group operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
Brakes UK uses a third party to undertake a number of checks. Any offer of employment made by Brakes UK would be conditional upon receiving a satisfactory; reference, identity document(s), basic DBS certificate and basic credit check.
This job was originally posted as