Contact Centre - Quality Coach

Contact Centre - Quality Coach | Up to £34,000 depending on experience 

Hybrid role with both office and home-working

At Centre Parcs, our people are at the heart of every memorable guest experience and we're looking for a passionate Quality Coach to help bring this to life across our Contact Centre.

As a Contact Centre Quality Coach, you'll drive how our teams show up for our guests building confidence, unlocking personality, and raising the bar on every interaction. This is a hands-on role where quality means coaching in the moment, spotting opportunities, and bringing out the best in people.

You'll partner with individuals, teams, and leaders to deliver impactful 1:1 coaching and energising workshops that embed best practice and lift performance. From day one onboarding to evolving new ways of working, you'll make sure our 90+ colleagues feel ready, supported, and empowered to deliver standout guest experiences.

What You'll Be Doing: 

Driving Quality & Guest Experience – Monitor and review guest interactions across calls, emails and digital channels to assess quality, identify trends and uncover opportunities to enhance the overall guest experience in line with Centre Parcs values.

Coaching & Developing People – Deliver supportive, strengths based 1:1 coaching and engaging group workshops that build confidence, close performance gaps and embed best practice across the Contact Centre.

Turning Insight into Action – Analyse quality outcomes to spot recurring themes and root causes, translating them into clear, actionable feedback for Agents and Leaders to continuously raise standards.

Building Capability & Consistency – Support inductions, lead training on new ways of working and contribute to calibration sessions to ensure fair, consistent quality assessments and a highly capable, guest ready team.

Championing Standards & Continuous Improvement – Promote a culture of learning and open feedback while ensuring compliance with GDPR, Health & Safety and environmental policies, using data, technology and insight to drive ongoing improvement.

Hours Of Work: 

You will be contracted to work 150 hours per 4-week period, spread over 5 days per week.

Whilst your hours of work will be fixed between the hours of 8:30am and 7:00pm, your days of work will be allocated on a flexible basis, which means that your days of work will vary each week. Your working hours will include some weekends and public / bank holidays on a rota basis.

Please note, this role will be hybrid with approximately 2-3 days in the office and the remainder working from home.

What We're Looking For: 

Previous experience in a contact centre quality, coaching, training or performance support role.

Strong coaching skills and experience delivering 1:1 coaching and group workshops.  

Proven track record of exceeding targets.

About the Benefits:

Centre Parcs is a fantastic place to work, and the benefits are as impressive as they are unique. Here are just a few:

Colleague Bonus Scheme

Pension Scheme with Life Assurance

Discounted Centre Parcs breaks

Free use of our leisure facilities

20% discount in our restaurant and retail outlets

Colleague Recognition and Reward Scheme – offering a choice of Centre Parcs and High Street vouchers

Access to Perks at Work Portal - offering a wide range of retail and leisure discounts

An Employee Assistance Program - providing support on financial, health and legal matters

Excellent opportunities for career development and progression with the opportunity to gain externally recognised qualifications

Closing date: 12th June 2026 #INPLOIv2

Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

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At Centre Parcs, everyone's welcome.

We recognise that we're all at our best when we're being ourselves. We are committed to building a culture that champions diversity, equity and inclusion, where everyone is treated fairly and with respect. We welcome people from all backgrounds and want them to feel valued for their individuality, thrive in our business and share a sense of belonging. We place a lot of value on recruiting based on behaviours rather than prioritising qualifications or experience.

We are proud to be a Disability Confident Employer, please let us know if you require any support or reasonable adjustments during the application or interview process