Contact Centre Trainer & Quality Coach

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future

Role Overview:
This is an exciting opportunity to join Sureserve during the growth of our existing Contact Centre function. Designed to deliver responsive, high-quality services to social landlords, local authorities, and the residents they support, the Contact Centre plays a critical role in our customer promise.

As Contact Centre Trainer & Quality Coach, you will be responsible for developing advisor capability through effective training, quality assurance, and coaching. You will design and deliver onboarding and ongoing training, complete quality assessments across all contact channels, and provide targeted coaching to drive performance improvement and a consistently positive customer experience.

Working closely with Team Leaders and operational stakeholders, you will use insight from quality reviews, customer feedback, and performance data to shape learning interventions and embed best practice across the Contact Centre.

Key Responsibilities:

• Design and deliver induction and onboarding programmes for new Contact Centre Advisors

• Deliver ongoing training, refresher sessions, and upskilling activity aligned to performance and quality outcomes

• Carry out quality assurance checks across calls, emails, and digital channels in line with agreed frameworks and standards

• Provide clear, constructive feedback and one-to-one coaching based on QA outcomes and performance trends

• Identify common quality themes and capability gaps, recommending targeted training or process improvements

• Create, maintain, and update training and quality documentation, scripts, and learning materials

• Evaluate the effectiveness of training and coaching interventions using performance data, QA results, and feedback

• Support advisors during nesting and probationary periods, providing additional coaching and guidance as required

• Ensure training content and quality standards reflect current processes, systems, compliance, and regulatory requirements

• Support contract mobilisation activity by delivering training and quality frameworks aligned to new services and clients

• Work collaboratively with Team Leaders and operational teams to support continuous improvement across the Contact Centre

Skills & Experience

Proven experience in a contact centre training, quality, or coaching role

• Strong facilitation and coaching skills, with the ability to engage and motivate advisors

• Experience conducting quality assessments and providing structured, developmental feedback

• Ability to translate performance and quality data into effective learning interventions

• Strong organisational skills with the ability to manage multiple priorities

• Confidence working with contact centre systems, processes, and KPIs

• Excellent communication, problem-solving, and stakeholder engagement skills

• A strong focus on delivering high-quality customer experiences

Desirable:

• Experience in a customer-focused or social housing environment

• Experience designing blended learning or e-learning content

• Experience using CRM and contact centre platforms

What we offer?

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £30,000-£34,000 depending on experience

• Contributory pension scheme

• Life assurance

• 20 days + Bank holidays (service based increasing holiday scheme)

• Enhanced maternity, paternity, adoption leave and other family friendly policies

• Sureserve Benefits Hub, accessing over 1000 retail discounts

• Virtual GP service, available for employees and immediate family

• Employee Assistance Programme (EAP)

• Bike2Work Scheme

• EV Car Scheme

• Employee engagement events and Employee Voice programmes

• Strong opportunities for career growth and development

• Sureserve Legends celebrating the fantastic ways in which our employees live our values

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them.

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.