Performance Coach

Performance Coach – Job Description

Location: Shoreditch, London / HybridSalary: £35,000 – £40,000 base (depending on experience) + Performance‑Linked Commission StructureReports to: Head of Sales

Position Purpose

As our business scales its outbound operations across Web, Renewals, and Outbound teams, we need a high‑energy, hands‑on Performance Coach. Your mission is to take SwiftSwitch agents and shape them into elite, multi‑utility consultants. You will be the bridge between the Dialler Manager’s data and the agents’ actual conversation quality. You’ll listen to live calls, run daily micro‑coaching sessions and directly own the conversion rates for Trustpilot reviews and cross‑utility savings pitches (Energy to Water, Waste, Payments or Telecoms).

Key Responsibilities

• Targeted Micro‑Coaching: Run daily side‑by‑side coaching, call calibration, and rapid‑fire 10‑minute feedback sessions focusing heavily on conversational transitions and objection handling.
• The “Cross‑Savings” Pivot: Train agents how to move seamlessly from checking a recent Energy or Water switch to auditing a client’s other business overheads (e.g., Merchant Services/Card Processing, Telco, or Waste).
• Trustpilot Review Uplift: Own the team’s Trustpilot output. Train agents on how to ask for reviews experientially during the call so clients actively hit the SMS link before hanging up.
• Dialler Behaviour Alignment: Work alongside the Dialler Manager to coach agents struggling with high Wrap Times or low Talk Time, translating compliance bottlenecks into behavioural improvements.
• Core Training Focus: Objection Handling & Closing Techniques – embed a resilient, consultative sales methodology into the floor. Train and test agents on Objection Handling and Consulting Closing frameworks such as Acknowledge, Pivot, Release; Assumptive, Alternative Choice, and Tie‑Down closing techniques.

Skills & Experience Required

• Experience: 2+ years coaching or leading teams within a fast‑paced UK B2B utility brokerage or high‑volume outbound contact centre.
• Utility Knowledge: Deep understanding of the business energy market, LOAs (Letters of Authority), and secondary business overheads (Water, Waste, or Telecoms).
• Coaching Style: Highly energetic, positive, and peer‑led. Lead by jumping on the phones to demonstrate “what good looks like” rather than managing via spreadsheets.

Benefits

• Competitive base salary of £35k – £40k.
• Commission & Bonus scheme directly tied to the team’s uplift in revenue, sales and cross‑sell conversion rates.
• Vibrant office culture in the heart of Shoreditch.

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