Contact Centre Coach

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 35 years, millions of patients have trusted Optical Express with their eye care. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.

The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.

The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

Overview

We are recruiting for a talented and driven Contact Centre Coach to support the growth of our best-in-class contact centre, purpose-built to support patients considering life-changing healthcare treatments.

As a key member of the Contact Centre leadership team, you will be responsible for delivering onboarding, coaching and training that enhances patient experience, improves sales conversations, and ensures compliance within a healthcare-focused outbound contact centre environment.

Key Responsibilities

· Deliver engaging onboarding programmes for new starters, including soft skills, brand alignment, system training and sales fundamentals

· Provide live and recorded call coaching, supporting agents with clear, developmental feedback

· Work closely with The Head of Contact Centre and Team Managers to identify coaching needs and drive continuous improvement

· Analyse performance data and quality metrics to shape coaching priorities

· Design and update training content in line with business needs and regulatory standards

· Foster a high-performance culture by supporting and motivating individuals to exceed expectations

About You

· Experience in a contact centre trainer, coach, or L&D role, ideally in healthcare, financial services or a regulated sales environment

· Skilled in delivering one-to-one and group coaching both on the floor and in a classroom setting

· Comfortable using QA tools and data to support behavioural coaching

· Strong communication skills and a natural ability to motivate others

· Proactive, confident, and credible when working with frontline teams and operational leaders

· Previous outbound or sales-focused experience is desirable but not essential

What We Offer

· Competitive salary

· Monthly performance bonus linked to team development outcomes

· Generous discounts on clinical treatments

· Excellent transport links, close to Glasgow Central, Queen Street, and Buchanan Bus Station

· Ongoing learning and career development opportunities

· A collaborative and patient-first culture