Job Description

Sales Quality Coach

Location:

UK - Field, Office & Home Hybrid (with travel to outsourced sites, client visits)

Salary:

27,000 per annum +Car Allowance: 4,000 per annum + Bonus+ Performance-based bonus scheme+ Mileage Allowance( Standard company mileage rate applies)+benefits

We're part of the full-fibre revolution -- building our own network to bring gigabit-speed connections to homes and businesses in towns and rural areas that might otherwise be overlooked. Joining us means being part of a dynamic, ambitious team where quality, integrity and accuracy matter.

As a Quality Coach you will play a critical role in ensuring that our internal sales teams and our outsourced sales teams are consistently providing accurate, compliant and high-quality information to customers and potential customers about our products and services. You will act as a subject-matter expert and coach, auditing and monitoring sales interactions, providing feedback, training and development support, and partnering with the Sales Manager and Head of Sales to drive continuous improvement.

In addition, you will accompany the Sales Manager and Head of Sales on client visits (both internal performance reviews and with key external/outsourced partner teams) to present findings, share recommendations and develop action plans for improvement.

Key Responsibilities:

Monitor, evaluate and audit sales calls, face-to-face interactions and other sales-channel activities (internal and outsourced) to ensure accuracy of information, compliance with regulatory and internal standards, effective scripts and product knowledge.

Provide detailed feedback to individual sales agents and team leads: identifying strengths, improvement areas, and coaching plans to enhance agent performance.

Develop, deliver and coordinate training modules, workshops or refresher sessions focused on product knowledge (broadband full-fibre, packages, features), sales process accuracy, compliance, objection handling and customer experience.

Liaise with internal teams (e.g., product, marketing, training) to ensure that sales scripts, collateral and training materials reflect the latest product updates, regulatory requirements and market conditions.

Identify patterns/trends in errors or non-compliance (across internal and outsourced teams) and prepare reports for senior management outlining performance issues, root causes, corrective actions and improvement metrics.

Join the Sales Manager and Head of Sales on site visits with outsourced partner teams (and on-occasion internal sales teams) - presenting quality performance findings, discussing strengths/weaknesses, collaborating on improvement plans and helping to align expectations between Hey!Broadband and partner sales teams.

Establish key quality metrics and KPIs (eg. accuracy of product information, compliance rate, customer complaint rate generated by sales, conversion rate impacted by quality) and track progress against targets, reporting on improvement over time.

Foster a culture of continuous improvement, sharing best-practice across sales teams, celebrating high performers and proactively addressing under-performance or training gaps.

Ensure full compliance with internal governance, regulatory obligations (e.g., truthful marketing, data-protection, verbal/verifiable consent) and audit requirements across all sales channels.

Act as a point of contact for outsourced partner sales teams on quality and compliance issues - building strong relationships, driving clarity on expectations and supporting improvement.

Required Skills & Experience:

Previous experience in a quality, coaching, auditing or sales performance role -- ideally in a sales environment (telecoms, broadband, utilities or similar) working with internal and outsourced teams.

Strong understanding of sales processes and the ability to analyse sales interactions (calls, face-to-face, remote) for accuracy, compliance, customer experience and improvement opportunities.

Excellent coaching and communication skills -- able to give constructive feedback, develop training plans and engage dispersed teams (internal & outsourced).

Comfortable working with data, metrics and producing reports that summarise performance, trends and recommended actions.

Self-motivated with strong organisational skills; able to manage multiple priorities (audit programme, coaching sessions, visits, training, reporting) and travel to partner sites.

Able to work collaboratively with internal stakeholders (sales, training, product, marketing) and external partner teams, building credibility and influence.

High attention to detail, integrity and commitment to delivering accurate information and safeguarding customer experience.

Valid UK driving licence and comfortable with regular travel (mileage allowance provided).

What We Offer:

Salary of 27,000 plus car allowance of 4,000 per annum

Performance-based bonus opportunity

Mileage allowance for travel to partner sites and client visits

Opportunity to work with a growing full-fibre broadband provider, in a role with real impact on sales quality and customer experience

Supportive culture that values training, development and continuous improvement

Job Type: Full-time

Pay: 31,000.00 per year

Benefits:

Casual dress Childcare Company car Company events Company pension Cycle to work scheme Flexitime Private medical insurance Work from home
Work Location: Hybrid remote in London W2 2NH