Customer Engagement Performance Coach

Key Later Life Finance is proud to be part of the Key Group family. We''re the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.

Performance Coach

The beginning of the Equity Release journey starts in our Customer Engagement team where customers have the opportunity to discuss products available to them, and book an appointment with an Independent Financial Adviser. We are very fortunate that we have thousands of customers ready to engage with us online and over the telephone.

We are looking for an aspiring and motivational Performance Coach to join the team, to coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation''s strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.

What''s in it for you?

25 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | AXA Exec (Self) | Life Assurance - x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay

Key Responsibilities

People development

• Coach, lead, and develop agents to achieve individual and team performance targets.
• Foster a culture of accountability, collaboration, and continuous learning.
• Operational Excellence
• Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
• Identify and implement process improvements to enhance efficiency and customer experience.

Customer Focus

• Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
• Analyse customer feedback and complaints to identify trends and drive service improvements.
• Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.

Insight

• Produce and present regular performance reports for Head of Operations.
• Use customer feedback to identify trends, forecast demand, and inform strategic decisions.

Compliance & Quality

• Ensure adherence to regulatory requirements, internal policies, and quality standards.
• Maintain up-to-date knowledge of industry best practices and compliance obligations.

Key Skills & Experience we look for

• Proven experience with coaching experience in a call centre or customer service operation.
• Strong people development skills.
• Excellent analytical and problem-solving abilities.
• Proficient in using contact centre systems, CRM platforms, and reporting tools.
• Exceptional communication and stakeholder management skills.
• Ability to work under pressure and adapt to changing priorities.

Success Measures

• Achievement of service level and customer satisfaction targets.
• Achievement of KPIs, as well as improving numbers.
• High employee engagement and low attrition.
• Delivery of actionable insights and continuous improvement initiatives.
• Strong cross-functional collaboration and stakeholder feedback.