A Fantastic Opportunity: Customer Induction Co-ordinator
The induction coordinator plays a pivotal role in ensuring the successful transition of new Customer Contact Centre agents from induction to full operational competence. This position is accountable for accelerating performance, embedding quality standards and supporting agents through their probationary period to deliver exceptional customer experiences.
What you'll be doing:
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Coordinate and act as the primary point of contact for agents during their probation period providing day-to-day guidance and practical support.
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Deliver targeted coaching and live listening sessions to address skill gaps and build confidence in handling customer interactions.
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Monitor agent progress against probation milestones and implement early interventions for those at risk.
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Work closely with Team Leaders and L&D trainers to ensure a seamless transition from induction to live operations.
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Support agents in achieving customer satisfaction scores and adhering to safety standards.
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Feedback common concerns to include in training
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Maintain accurate records of agent performance, utilise data to accelerate performance and provide actionable feedback to stakeholders.
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Champion continuous improvement by feeding insights back into induction and refresher training design.
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Facilitate wellbeing and resilience sessions to support agent confidence and retention.
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Ability to work collaboratively with multiple teams and adapt to changing priorities.
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A passion for supporting people to reach their full potential and deliver exceptional customer experiences
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Support with general enquires customer satisfaction sample collation
What you'll need:
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Experience working in a call centre (Essential)
- Understanding call centre workflows, KPIs (e.g., AHT, CSAT), and performance metrics.
- Familiarity with telephony systems, CRM tools, and ticketing platforms.
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Experience coaching and mentoring (essential)
- Confident working with data to mentor others
- Proficient in Microsoft Office
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Ability to work independently and manage own workload
The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.
What we’re offering:
We value your expertise, In return, you’ll receive:
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An annual bonus scheme
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25 days annual leave increasing with length of service
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Private Healthcare
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An employee rewards portal offering discounts on several well-known brands
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A market-leading contributory pension scheme
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Employee assistance programme
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Opportunity for professional development through our L&D function.
Our Commitment to Inclusion
We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.
