2 of 2 DemandTrendPermanent Coaching Jobs in Solihull

lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigour, and delivery. The successful person will conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency and implement and reinforce global support workflows, documentation practices, SOPs, and case management standards. What you will need to succeed: Leadership experience … Support Delivery Management: Demonstrative experience owning support availability, queue management, and performance against SLAs and experience balancing coverage planning and team utilisation, ideally with global or regional scope. Performance Coaching and Accountability: The successful applicant must have managed structured 1:1s, performance reviews, and coaching plans and have experience with implementing performance improvement plans (PIPs), not just informal coaching. Operational More ❯

specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards Partner with Support Operations to adopt and roll out … productivity, and accountability at a regional or functional level Strong understanding of case management principles, support tooling, and SLA-driven operations Demonstrated success implementing performance improvement plans and structured coaching Excellent organizational and execution skills with a bias toward action and clarity Effective communicator, able to lead with transparency and inspire commitment to goals Familiarity with Salesforce, HubSpot, or similar More ❯