Arrears Coach – Make an Impact Where It Matters

Are you passionate about developing people and driving performance? We’re looking for a Coach to help shape capability across our operation and support colleagues to be their very best.

In this role, you’ll work closely with both new starters and experienced team members, guiding them through their development journey and helping create a culture of “right first time” and outstanding customer outcomes.

You’ll be a go-to expert and trusted coach, using your knowledge, energy, and insight to build confidence, improve performance, and support continuous improvement across the business.

What You’ll Be Doing

• Deliver engaging 1:1 and group coaching that drives real results
• Support induction and onboarding for new starters
• Provide ongoing development to help colleagues grow and succeed
• Spot trends, identify gaps, and tailor coaching to individual and team needs
• Lead and support training sessions, refreshers, and upskilling activities
• Work with Team Leaders and L&D to design targeted interventions
• Handle escalations confidently, turning challenges into learning opportunities
• Identify root causes and provide clear, actionable feedback
• Promote a culture of continuous improvement and customer excellence

The Team

You’ll work alongside centralised subject matter experts to support teams across:

• Arrears
• Litigation
• Vulnerable Customers
• Complaints
• Customer Service

Together, we deliver a joined-up approach to coaching, specialist guidance, and continuous improvement. It’s a collaborative, supportive environment where expertise is shared and everyone is focused on helping colleagues succeed.

Requirements

You’re someone who:

• Is a confident communicator with strong coaching and influencing skills
• Enjoys developing others and building capability
• Is comfortable delivering both 1:1 coaching and group sessions
• Thrives in a fast-paced, evolving environment
• Handles challenging conversations with confidence and care
• Brings a strong customer-first and regulatory mindset
• Is proactive, adaptable, and full of positive energy

Experience

• 12+ months’ experience in an Arrears environment
• Proven experience in coaching, mentoring, or training colleagues

Benefits

We are passionate about our colleagues and offer industry leading benefits....

• Competitive salary of £30,000 per annum
• 30 days holiday entitlement plus bank holidays (From Day 1)
• Defined Pension Contribution Scheme (Employer matched up to 6%). Plus, option to contribute via Salary Exchange (alternatively known as Salary Sacrifice)
• Employee Discount Scheme, access to discounts and offers across 100s of leading retailers. Plus, cashback on purchases
• Company Paid Private Medical Insurance (benefit in kind)
• Group Life Assurance
• Group Income Protection
• Discretionary Annual Pay Review
• Discretionary Annual Bonus Scheme
• Loyal Service Scheme - rewarding your commitment with financial recognition, additional holidays, and matched pension contributions of up to 10% at key service milestones.
• Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• Wisdom Wellbeing, your go to for wellbeing resources and solutions to include an Employee Assistance Program
• Everest Funeral Concierge
• Free Bereavement and Probate Advice and Support
• Access to a GP 24 hours a day, 7 days a week, 365 days a year through GP24
• Paid eye tests and employer contribution towards spectacles specifically for VDU use.
• Enhanced parental leave 

You can also select other benefits, we cover the upfront cost and make monthly deductions from your pay, interest free!

• Technology Buying Scheme
• Discounted Gym Memberships
• Taste Card / Coffee Club Membership
• Charitable Payroll Giving
• Cycle to work Scheme (Salary Sacrifice)

Why Join Us?

You’ll have the opportunity to make a genuine difference—building skills, boosting confidence, and improving outcomes for both colleagues and customers. If you’re passionate about people and performance, this is your chance to shine.