Coach

Job Description

Key Responsibilities

• Develop a strong team of Contact Centre Agents by effectively and efficiently taking ownership of coachees' professional and personal enhancement, offering support and coaching sessions and initiatives that meet the business expectations of Collinson, clients and agents.
• Focus on increasing agents' individual performance to directly impact Collinson's profitability in a positive way.
• Be a role model, creating a safe environment for all employees to voice their opinions and ideas.
• Conduct constructive weekly coaching sessions that focus on achieving increased levels of performance, productivity, skill, behaviour, commitment and quality.
• Work according to strict weekly time schedules to ensure all assigned coachees are coached.
• Update the Coaching Activity Report on a daily basis to reflect coaching outcomes, and send out a weekly Coaching Overview to all respective stakeholders detailing all coaching activity and flagging any coachees of concern.
• Complete coaching time allocation forecasts every Monday to establish which coachees will be seen on which day and at what time, to ensure coachees' needs are prioritised.
• Meet with Quality Assurors and Team Leaders on a weekly basis to determine the status of coachees' quality, behaviours and performance.
• Keep abreast of new product information or changes implemented within the assigned departments.
• Identify overall operational gaps and offer appropriate recommendations and solutions.
• Be involved in all Development Programmes relating to relevant departments, to ensure effective handover from Trainer to Coach re the Incubation Phase.
• Facilitate workshops upon request.
• Be flexible in the position with the Company and carry out whatever duties are associated with the position.
• Details of the job description may be reviewed from time to time, and weekly deliverables will be stipulated in the form of a Performance Contract.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.

About Us

Collinson Group is powered by a culture of innovation, collaboration, and integrity. Our employee experience brings together everything that makes us unique: our strong values, our commitment to sustainability, our recognition programmes, and our inclusive culture. Most importantly, it’s our people who make the difference. At Collinson Group, we’re curious, hardworking, humble, and focused on creating impact together, which is why we’re proud to be recognised as a top workplace.

Why work here?

Better journeys start here — including your own.

Join a growing global business where you can solve meaningful challenges, collaborate with talented people around the world and help shape the future of travel, loyalty and customer experience.

Bring your perspective, grow beyond your role and make an impact that reaches beyond profit.

Your next journey could start here

Our Culture

At Collinson Group, our culture is shaped by how we work as much as what we achieve. We are curious, ambitious and grounded, and we believe the strongest ideas are built together.

Our values — Do the Right Thing, Take Action, One Team and Act Smarter — guide the decisions we make, the way we treat one another and how we deliver for our clients, customers and partners.

We want everyone to have the opportunity to do meaningful work and fulfil their potential. Through learning and development, recognition, wellbeing, inclusion and our commitment to sustainability and community impact, we create an environment where people can grow, contribute and feel that they belong.