Call Coach

Job Overview

Are you passionate about delivering exceptional customer experiences while developing high‑performing teams? We’re looking for a Contact Centre Operations Coach to join our dynamic and supportive team.

This role provides a balanced mix of customer engagement and team development. You’ll spend approximately half your time liaising directly with customers—building relationships, driving retention, and delivering outstanding service. The remaining half of your role will focus on coaching and supporting contact centre teams, embedding best practices, strengthening capability, and fostering a culture of continuous improvement.

• Building strong rapport with customers and ensuring a positive experience
• Supporting customer retention through effective communication and problem‑solving
• Coaching advisors to enhance capability, confidence, and performance
• Embedding quality standards and best practices across the team
• Identifying training needs and supporting development plans
• Encouraging a positive, customer‑centric culture

• A passion for both customer service and developing people
• Strong communication and coaching skills
• Experience in a contact centre or customer‑facing environment
• A positive, people‑focused approach
• Someone who thrives in a varied, fast‑paced role
• Organised, proactive, and committed to continuous improvement

• A supportive and collaborative working environment
• Opportunities to develop your skills and progress your career
• A role where you can directly influence both customer satisfaction and team success
• A dynamic blend of customer interaction and coaching responsibilities

Locations:
Hereford, Presteigne, Newtown, Newcastle, County Of Herefordshire, Leominster, Bronllys

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note:

We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.