BENJAMIN TYRER
Aintree,United Kingdom
Summary
Dynamic professional with expertise in coaching and mentoring, training delivery, and facilitation. Skilled in learning needs analysis, performance management, and KPI monitoring. Proven ability to engage stakeholders and build strong relationships while driving continuous improvement and innovation in learning. Demonstrates leadership in team development with proficiency in MS Word, Excel, SharePoint, PowerPoint, Orchard, and Evo System. Committed to enhancing organisational performance through strategic learning initiatives.
Overview
20
20
years of professional experience
Work history
People Development / Coaching Role
Magenta Living
07.2020 - 08.2025
- Designed and delivered coaching interventions to improve team capability, embedding a customer-first culture and raising KPI performance.
- Conducted learning needs and skills gap analysis, implementing tailored training sessions to address performance challenges.
- Developed and facilitated induction and onboarding training programmes, ensuring new colleagues were fully equipped to succeed.
- Partnered with senior stakeholders to align people development with business objectives, supporting succession planning and leadership growth.
- Championed continuous improvement, introducing new learning approaches and embedding reflective practice across teams.
- Delivered monthly 1-2-1s and coaching conversations, creating individual development plans and enhancing engagement.
- Key Achievements:
- - Increased employee retention by embedding structured coaching and development frameworks.
- - Played a key role in developing a performance framework that supported managers in leading their teams effectively.
- - Recognised for driving a learning culture and supporting Magenta’s strategic vision for people development.
- - Pioneered a neurodiversity.
Customer Service Team Leader
Liberty Group PLC
06.2019 - 07.2020
- Company Overview: Leading multi-national gas and repairs maintenance company.
- Led a high-performing customer service team for a leading multi-national gas and repairs maintenance company.
- Provided daily coaching, feedback, and motivation to drive first-point-of-contact resolution and service excellence.
- Managed rota planning, staffing levels, and operational service delivery.
- Delivered onboarding training and refresher sessions for customer service staff.
- Handled escalations and ensured customer satisfaction while maintaining KPI performance.
- Leading multi-national gas and repairs maintenance company.
- Key Achievements:
- - Successfully set up a brand-new contact centre team in the South West of England, fully trained and operational within deadline.
- - Improved service delivery by embedding performance-focused coaching models.
- - Enhanced team accountability and ownership through structured performance reviews.
Customer Contact Centre Team Leader
Onward Homes (formerly Liverpool Housing Trust)
11.2010 - 04.2019
- Managed a team of Customer Service Operatives, conducting monthly 1-2-1s and performance reviews.
- Delivered tailored coaching and training workshops based on Training Needs Analysis (TNA).
- Facilitated Customer Objection Handling workshops to improve service outcomes.
- Produced KPI and performance reports to support continuous improvement and business planning.
- Collaborated with contractors and partner agencies to enhance services and identify training opportunities.
- Key Achievements:
- - Expanded team’s support role for commercial contracts, improving customer satisfaction and technical skills.
- - Designed and implemented a new starter training programme, successfully developing over 45 new staff.
Team Coach/Trainer – Contact Centre
Carphone Warehouse Plc
06.2005 - 08.2010
- Designed and delivered training material for new starters, supporting onboarding and skill development.
- Delivered ongoing coaching sessions and call evaluations, improving customer service standards.
- Created an in-house call library used for training and quality improvement projects.
- Collaborated with senior management and offshore teams to establish new contact centre training packages.
- Key Achievements:
- - Led the training and set-up of an offshore contact centre, developing a robust training package.
- - Implemented innovative training resources that were adopted across multiple departments.
Education
GCSEs - Maths, English
Train the Trainer - undefined
Calls Northwest
UIC Trained Project Facilitator - undefined
Skills
- Coaching & Mentoring
- Training Delivery & Facilitation
- Learning Needs & Skills Gap Analysis
- Performance Management & KPI Monitoring
- Stakeholder Engagement & Relationship Building
- Continuous Improvement & Innovation in Learning
- Team Leadership & Development
- MS Word
- Excel
- SharePoint
- PowerPoint
- Orchard
- Evo System
Custom
- Keeping fit at the gym
- Spending quality time with family
- Collecting rare vinyl Jazz & Soul records
Timeline
People Development / Coaching Role
Magenta Living
07.2020 - 08.2025
Customer Service Team Leader
Liberty Group PLC
06.2019 - 07.2020
Customer Contact Centre Team Leader
Onward Homes (formerly Liverpool Housing Trust)
11.2010 - 04.2019
Team Coach/Trainer – Contact Centre
Carphone Warehouse Plc
06.2005 - 08.2010
Train the Trainer - undefined
Calls Northwest
UIC Trained Project Facilitator - undefined
GCSEs - Maths, English
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