Job Description
Performance Coach - Training and Quality
Full Time / Hybrid - Expectations to be in the Manchester office each week
Salary from £29k
Closing Date: 7th July 2026 or until filled - all candidates need to attach a cv to be considered
This is a 12 month Fixed Term role / All internal candidates need to attach an up to date cv for consideration
The Role
The Performance Coach plays a pivotal role in ensuring the efficiency, productivity, and quality of the contact centre operations. This role involves developing and delivering comprehensive training programs to new hires as well as ongoing training for existing employees. The primary goal is to equip contact centre agents with the necessary skills, knowledge, and tools to deliver exceptional customer service and achieve organizational objectives.
Why Bright Horizons?
Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence – with 98% of our 270+ portfolio being rated Good or Outstanding by Ofsted. We’re on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing
What We Can Offer You
Our benefits include but are not limited to
Flexible working and holiday entitlements
Discounted childcare in one of our nurseries
Quarterly Employee Appreciation Weeks
Annual gala award evening
Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life
Key Tasks and Responsibilities:
Promote the HEART culture, values, and behaviours to drive training excellence and high performance across the business including in the contact centre.
Assist in developing training materials, including manuals, presentations, and interactive modules, tailored to the needs of Call Centre agents.
Assist in the onboarding process for new call centre trainees.
Provide mentorship and guidance on quality and customer service as needed.
Conduct orientation sessions for new contact centre agents, introducing them to company culture, policies, and performance expectations.
Deliver engaging and interactive training sessions to new hires and existing staff on topics such as product knowledge, customer service skills, call handling techniques, sales skills, and system use.
Conduct assessments to evaluate new hires’ understanding and proficiency.
Provide on-the-job training support for newly graduated trainees.
Collaborate with company stakeholders and Subject Matter Experts to ensure training programs align with organizational goals and objectives.
Collaborate with Quality Assurance team in the US to ensure alignment between training objectives and quality standards.
Maintain accurate training records and documentation, including attendance records, performance evaluations, and training materials.
Serve as a resource for call centre agents, answering questions and providing guidance on policies, procedures, and best practices.
Generate reports on training effectiveness, participant feedback, and performance trends to inform decision-making and program refinement.
Contribute to the development of training-related policies, procedures, and documentation on Knowledge Base.
Attend relevant product meetings to understand upcoming changes and translate key updates into training activity, support materials, and colleague guidance.
Support User Acceptance Testing (UAT) by reviewing system and process changes from a training and quality perspective and highlighting any training impacts.
Maintain and communicate training-related process updates to ensure colleagues are aware of changes to systems, products, and ways of working.
Essential Experience:
Experience of working with adults in a quality/training capacity.
Ability to work collaboratively with key stakeholders.
Personal commitment to the continuous development of self and others.
Ability to manage change inclusively and sensitively whilst remaining focused on business outcomes.
Experience of delivering a wide range of effective training and development activities, both face-to-face and through online learning platforms, to adult learners at all levels
Experience of contributing to the design of training materials
Ability to work independently, prioritise own workload and accommodate change according to business need, embracing new methods of working to improve learning outcomes.
Qualifications:
Bachelor’s degree/Level 5 Apprenticeship in education, Training, Business Administration, leadership and management or related field (preferred).
Proven experience in contact centre operations, with a focus on quality, training, and development.
Excellent communication, presentation, and interpersonal skills.
Ability to adapt training content and delivery methods to diverse learning styles and audience needs.
Proficiency in utilizing training tools and technologies, such as Learning Management Systems (LMS) and multimedia resources.
Organizational skills and attention to detail to manage multiple training initiatives simultaneously.
Flexibility to adjust training schedules and content in response to evolving business needs.
Personal Attributes:
Ability to Influence
Excellent Communicator (Coaching Style)
Outstanding Customer Services skills
Drive for impact and results.
Ability to listen and build trust with stakeholders, in a time-efficient manner.
High energy and enjoys a fast-paced dynamic environment.
Ability to support High Performance
Ability to inspire confidence and motivate others.
Strong execution skills and attention to detail
Ability to exercise sound judgement
Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed.
We are an inclusive employer and welcome people from all ages and backgrounds to apply. We will consider reasonable adjustments required by applicants.
Proud to be a Great Place to Work for 20 years. Apply today!
We look forward to receiving your application.
Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed.
We are an inclusive employer and welcome people from all ages and backgrounds to apply. We will consider reasonable adjustments required by applicants.
Proud to be a Great Place to Work for 20 years. Apply today!
We look forward to receiving your application!
