Performance Coach

2 weeks ago


Manchester, United Kingdom British Engineering Services Group Full time

We are an independent Engineering Testing, Inspection, and Certification business with over 1,300 highly skilled people supporting us in our vision to create and deliver trusted sustainable customer solutions.


We have over 160 years' experience and are proud to have evolved into the successful group that we are today, with 10 companies coming together to form the BES Group.

Year on year we invest in our people, systems and infrastructure and will continue to do so for generations to come.


We are currently recruiting for a Performance Coach (performance coach / customer service coach?) who will educate our operational planning, sales and customer service teams.

You will do this by conducting coaching sessions and interactive courses. This will include facilitating on-the-job coaching, developing educational material and organising training sessions for new and existing staff members. You will be based in our Manchester office with occasional travel to visit our customers at external sites.

What will I be doing?
As our performance coach you will be responsible for embedding our Customer Obsession within the teams.

You will:

  • Identify individual and team skills gaps
  • Develop digital and print educational material (e.g. videos and manuals)
  • Organise classroomstyle seminars about product features and sales techniques
  • Conduct roleplaying activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
  • Schedule regular training sessions (e.g. monthly or quarterly)
  • Ensure new hires take on basic training courses, including communication and troubleshooting skills
  • Liaise with managers and encourage onthejob coaching (e.g. how to handle difficult client cases)
  • Coordinate mentorship programs for new customer service representatives
  • Assess the impact of each educational course on staff performance and client satisfaction
  • Maintain updated records of training curricula and material
  • Support the leadership teams to ensure the team is capable and operating with a customer obsessed mindset
  • Highly effective verbal communication skills

What makes BES Group a great place to work?
We genuinely care. It's basic, human instinct that runs through every person that works at British Engineering Services Group. Knowing we always do the best job we can with absolutely no compromise means everything

If you work for us, you will get the below and, so much more:

  • A competitive salary from £30,000 (depending on experience)
  • Up to 10% pension
  • 25 days annual leave
  • Amazing offices in Warrington, Manchester city centre and various other locations across the UK
  • Discretionary annual company bonus and yearly salary review
  • A shiny new Surface Pro
  • Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
  • Option to buy extra holidays for special events
  • The support of a superb employee assistance programme

What experience do I need?
Our teams consists of the best people, we should know, we trained them

You will have:

  • Work experience as a Customer Service Trainer or similar role
  • Experience in sales or customer service positions
  • Knowledge of Learning Management Software (LMS)
  • Familiarity with interactive learning activities
  • Excellent communication and presentation skills
  • Ability to work across several teams to develop ideas/thinking and implementation
  • Strong communications and influencing skills
We want to inspire everyone to see how important safety is and we expect the same from our people.

And if you're on the same page as us about that and you've got the right skills, experience and attitude, you'll fit right in.

Simple. We're all about diversity and inclusion and that means we want our people to be themselves. We're delighted to be an equal opportunities employer and that will never change

**BES Group, Your Trusted Advisor

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