Customer Service Coaching & Development Lead

SF Recruitment have partnered with an established client of ours in Redditch, who are looking to bring in a Customer Service Trainer on a contract basis for 3 months (possibly longer). This role is perfect for a Customer Service/Contact Centre Manager who can come in and pass on their knowledge and expertise onto a developing team.

Salary: up to £60k FTE
Working pattern: full time site based. Contract could be extended from 3 months

Responsibilities will include:

– Coach, mentor and develop customer service team to consistently deliver high-quality, compliant customer experiences.
– Identify areas for improvement and deliver targeted training to address knowledge, process and behavioural gaps.
– Lead by example in handling complex calls, particularly those involving vulnerable customers, demonstrating empathy, patience and diligence.
– Train the team on accurately recording customer interactions while ensuring full compliance with GDPR requirements.
– Deliver one-to-one coaching, group workshops and real-time feedback to drive immediate performance improvements.
– Build the coaching capability of team managers to ensure continuous improvement beyond the FTC term.
– Monitor and report on progress using performance metrics, quality scores and customer feedback.
– Champion a positive and supportive team culture, encouraging professionalism and customer-first thinking.

Skills and Experience

– Proven experience as a Call Centre Manager or senior leader in a customer service environment.
– Exceptional coaching and mentoring skills with a track record of developing people and improving team performance.
– Strong interpersonal and communication skills, with the ability to inspire, influence and gain buy-in from diverse teams.
– Experience designing and delivering targeted training interventions.
– Results-oriented, resilient, and capable of making a rapid, lasting impact.