Call Coach

We are hiring a Call Quality Coach

Acacium Group

Hybrid working from our Bristol or Leeds office

Permanent, Full-Time Monday to Friday, 9:00am – 5:00pm

£27,500 per annum (depending on experience)

We are hiring a Call Quality Coach to join Acacium Group, a global healthcare solutions partner committed to delivering exceptional customer experiences and driving operational excellence across our healthcare businesses. In this role, you will play a key part in ensuring customer interactions consistently meet quality, compliance and service standards. Through call reviews, coaching conversations and performance insights, you will help colleagues develop their skills, improve customer outcomes and foster a culture of continuous improvement.

In this role, you will:

• Review and evaluate customer calls across multiple departments to ensure quality, compliance and service standards are met.

• Deliver engaging one-to-one coaching sessions, both virtually and face-to-face, to support performance improvement.

• Provide clear, constructive and actionable feedback aligned to quality frameworks and business objectives.

• Identify trends, recurring themes and development opportunities through call analysis and quality monitoring.

• Manage the end-to-end coaching pipeline, including scheduling sessions, maintaining records and tracking outcomes.

What we’re looking for:

• Strong understanding of coaching techniques and the ability to deliver effective performance feedback.

• Experience within a quality assurance, call quality, learning and development or coaching-related role.

• Experience monitoring calls, assessing quality standards and supporting performance improvement initiatives.

• A passion for developing others, with excellent communication, influencing and stakeholder management skills.

Your Benefits

• Your benefits package: Our company-funded benefits package includes employer pension contributions, life assurance and healthcare benefits, designed to support your financial wellbeing.

• Time to recharge: Enjoy 25 days' annual leave plus Bank Holidays, with your holiday entitlement increasing with length of service.

• Flexible benefits to support you: Choose from a range of optional benefits including private medical insurance, critical illness cover, dental insurance, a healthcare cash plan, holiday buy and sell, a gym scheme, car scheme, bike scheme, technology voucher scheme and season ticket travel loans.

• Supporting your wellbeing: Access 24/7 wellbeing support for you and your immediate family, including an Employee Assistance Programme, digital wellbeing app and resources to support your mental, physical, social and financial wellbeing.

• Supporting you and your family: Receive discounted neurodevelopmental assessments for you and your loved ones.

• Save money every day: Enjoy instant discounts through our benefits platform on shopping, travel, entertainment, dining, lifestyle and much more.

• Grow your career: You'll have access to fully funded professional qualifications through our apprenticeship programmes, mentoring and coaching, leadership development programmes, online learning and development opportunities and the chance to build your career across our global organisation, operating across four continents.

• Recognition and community impact: We celebrate success through Long Service awards, exceptional performance and peer-to-peer recognition. You'll also receive two paid volunteering days each year to support causes that matter to you.

About Acacium Group Acacium Group is a global healthcare solutions partner providing staffing, managed services and innovative delivery models across the healthcare, social care and life sciences industries. We are a business with scale and leading digital capabilities, with a vision to be the leading global healthcare solutions partner. We are powered by our people and leading digital capabilities, working with our partners to improve access to healthcare and deliver better outcomes. Our values – Putting People First, Always by Your Side and Driven by Excellence – guide everything we do. Join us and play a key role in shaping service excellence, enhancing customer experiences and developing the people who help make a difference every day.

Inclusion and accessibility We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities and ages, recognising unique skills, experience and perspectives individuals bring at every stage of their career. Guided by our core value of Putting People First, we are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.