Defining your Leadership Brand (Refresh)

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Defining your Leadership Brand (Refresh)

Your leadership brand is more than a job title, it’s the lasting impression you leave on others. It’s how you show up, how you lead, and how people feel after working with you. 

This immersive and thought-provoking session invites leaders to pause, reflect and reconnect with who they are at their best. Through guided self-discovery, practical tools and powerful conversations, participants will explore what their leadership brand says today, and how to elevate it for tomorrow. 

By the end of this session, you’ll:

  • Reflect deeply on their current leadership brand and how it’s perceived
  • Define the values, behaviours and mindset that shape their leadership identity
  • Explore how to lead with greater authenticity, clarity and confidence
  • Build resilience using practical tools to stay grounded and energised
  • Identify opportunities to elevate their leadership presence and influence
  • Leave with a clear, personal commitment to lead with greater intention

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

About the Trainer

Mel LomaxMel Lomax, Learning & Accreditation Manager, CCMA

With 28 years’ experience in the contact centre industry, Mel is passionate about creating learning that transforms performance. As Learning and Accreditation Manager at the CCMA, Mel leads national initiatives to raise industry standards, develop leadership capability, and support contact centres in delivering excellence at every level.

Previously a freelance consultant and former Head of Learning, Mel has worked with a wide range of brands to design impactful L&D strategies that drive commercial ROI, improve operations, and build confident, customer-focused teams. Known for a people-first approach, Mel brings energy, insight and a deep belief in the power of mindset, behaviours and skills to create lasting change.

Where and when?

Date: Wed 4 Feb 2026

Time: 09:00 - 12:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

Leaders across all areas of contact centre operations and support functions (12 months plus in role).

Why should you go?

Reconnect with your leadership identity, gain clarity on your impact, and leave with renewed confidence and intention.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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