Coach Quality and Operations Manager, Flexible, PT 4 days a week (London/Hybrid)

London Speech Workshop · London (Hybrid, 1 to 2 office days a week) · Flexible part time, 4 days a week (can be spread over 5) · £45,000–£55,000 FTE (pro rata)

In one line: You make sure our coaching is run professionally and to a consistently high standard, so every client gets excellent coaching and service, and our coaches feel supported to deliver it.

About us

London Speech Workshop is a values-led communication coaching company helping people speak with confidence, authenticity and impact. Through our Serlin Method®, we blend psychology and performance to create real, lasting transformation for individuals and organisations alike.

We work with SMEs, charities and household names including Unilever, Chanel, John Lewis and the Bank of England. We’re growing across B2B, B2C and digital, and our coaches are at the heart of everything we deliver.

We have a lateral structure, a warm and close-knit team, and a simple ethos: our people should feel valued and know they’re delivering real value in the world. We look for good eggs with talent, heart and grit.

The role

We work with around 20 freelance coaches, and they’re brilliant at what they do. As we grow, we need someone to own the quality of our coaching and the performance of our coaching team: creating the processes that keep standards high, and managing them day to day.

You’ll make sure coaches are looked after, and that things run professionally so clients get excellent service. You’ll work closely with our Client Success Managers and the wider team, and oversee how we grow the coaching team. We currently hire and train around five coaches a year, and that may double in 2027.

This is a hands-on role for someone focused, logical and organised, who is also great with people.

What you’ll own

1. Coaching quality and processes

• Create clear standards and processes for coaching quality and coach performance, and make sure they’re followed
• Monitor the key steps in the client journey: chemistry calls covered, roadmaps sent within 24 hours of the first session, and coach availability kept accurate
• Spot patterns and fix the causes, working with our systems and automation specialist where new systems are needed
• Maintain a monthly coach dashboard in HubSpot

2. Coach performance and support

• Hold coaches to account with a clear, tiered follow-up approach that you create
• Prepare the data and context for performance conversations
• Be the first point of contact for coaches, check in regularly, and recognise those who get it right
• Run coach communications by email and WhatsApp

3. Client quality and Client Success

• Work closely with our Client Success Managers to protect quality for clients and help them do their jobs well
• Act as first escalation for client support (refunds and exceptions) using our existing processes
• Occasionally cover for our Client Office Manager during leave or sickness

4. Recruiting and training coaches

• Oversee the recruitment of new coaches, moving towards regular recruitment days
• Coordinate training cohorts and onboarding so new coaches are ready to take clients
• Own and organise our coach training on Thinkific

Who you are

• Focused, logical and organised: you create systems and make sure they’re followed
• Experienced in managing the quality and performance of a team, ideally of practitioners, freelancers or remote staff
• Comfortable holding people to account while keeping relationships strong
• A natural collaborator, calm and fair when things go wrong
• Confident with online platforms; experience with HubSpot or Thinkific is a plus
• At least 3 years’ relevant experience in people management, operations, quality or L&D
• Interested in coaching, communication or personal development

Salary and benefits

• £40,000–£50,000 FTE depending on experience, pro rata
• Flexible hours: 4 days can be spread over 5 shorter days, for example to fit around school pickups
• 24 days annual leave plus two wellbeing days (pro rata)
• Learning budget and access to our own coaching and training
• A warm, ideas-friendly team that genuinely lives what it teaches

How to apply

Send your CV and a couple of paragraphs on your fit for the role to Emma at careers@londonspeechworkshop.com.

As a communication company, we love to hear from our candidates, so we’d love it if you include a short video or voice note (around 1 minute) telling us:

• Why this role excites you
• An achievement outside your career that you’re proud of
• Your earliest start date and salary expectations

If you’d rather wait until the second round, that’s fine too.

London Speech Workshop is an equal opportunities employer. We welcome applicants of every age, gender identity, ethnicity, religion, disability and socio-economic background.

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