Role overview:

Loughborough
Loughborough Contact Centre
6 months Fixed Term Contract
Full Time
Grade 4

Salary - £45,000 - £50,000 per annum depending on experience

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

This is an exciting opportunity to lead performance and compliance coaching across our fast-paced sales contact centre in Loughborough. You'll work closely with leaders and colleagues to improve quality, customer satisfaction and regulatory compliance, delivering targeted coaching interventions that build long-term capability and drive measurable results.

Acting as a trusted expert in compliance and performance improvement, you'll support colleagues through one-to-one coaching, call reviews, side-by-side support and development planning. You'll help ensure consistent customer outcomes, reinforce regulatory standards and contribute to a culture where continuous improvement and customer care are at the heart of everything we do.

Role overview:

As part of this role, you’ll be responsible for: 

• Deliver effective 1:1 and group coaching to advisors and Team Managers, using performance, quality and compliance data to drive measurable improvement.
• Identify development opportunities through call listening, audits and performance trends, creating targeted coaching and action plans to support success.
• Partner with Team Managers to prioritise coaching activity and strengthen coaching capability across the wider team.
• Work collaboratively with Training, Compliance, Risk, Workforce Planning and HR teams to address performance, regulatory and people-related development needs.
• Maintain accurate and timely records of coaching activity, action plans and outcomes, ensuring compliance with governance and confidentiality standards.
• Recommend and implement improvements to coaching frameworks, quality processes and customer outcome initiatives, sharing best practice across the business.

You will need:

• Proven experience in coaching, performance improvement, quality assurance or compliance within a regulated environment, ideally within a contact centre environment.
• Strong knowledge of regulated processes and compliance requirements within financial services, credit or insurance.
• Ability to analyse performance and quality data and use insights to drive measurable improvements.
• Excellent communication, influencing and stakeholder management skills, with the ability to build credibility at all levels.
• A passion for developing people and creating a culture of continuous improvement, accountability and exceptional customer outcomes.

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus
• Competitive pension scheme
• Product discounts on the latest tech
• A range of wellbeing initiatives

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet. 

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.