Website Huntswood
We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser… read morevice, remediation to resilience – bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time – whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question – working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change – offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.
This role is responsible for driving sales performance and capability development through targeted coaching, structured training, and ongoing quality monitoring. The position strengthens frontline effectiveness by identifying skill gaps, delivering tailored upskilling initiatives, and reinforcing best-practice behaviours. Working closely with Team Leaders and Heads of Delivery, the role also ensures coaching consistency, supports QA alignment, and provides insights that help improve processes, compliance, and overall operational performance.
Job Responsibilities
Coaching & Development – Conduct regular one-on-one and group coaching sessions focused on sales techniques, pitch improvement, and objection handling.
Performance Monitoring – Review QA results, conversion rates, and AHT metrics to identify gaps and prioritize coaching interventions.
Implement dip testing and call monitoring to track progress and reinforce learning.
Training & Upskilling – Deliver structured training programs, including role-play sessions, calibration exercises, and micro-modules on compliance and product knowledge.
Support QA reset programs and ensure alignment with lesson plans covering system navigation, vulnerability handling, and sales scorecard requirements.
Collaboration & Reporting – Work closely with Team Leaders and Heads of Delivery to review coaching documentation and ensure consistency.
Share insights and recommendations with operations and training teams to address systemic gaps.
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