Customer Service Team Coach

What you will do In this coaching and performance development role, you will use a variety of skills to maximize performance and enhance customer experience across relevant cross-functional teams. You will be responsible for maintaining all regulatory and non-regulatory training across the CSC, identifying performance gaps, and delivering coaching plans to help teams reach their full potential. You will deliver regular one-to-one coaching meetings with contact centre agents, develop coaching plans, and be a subject matter expert on training materials. Additionally, you will proactively handle customer calls, provide recommendations for process improvements, and work closely with L&D leads to develop and deliver training plans. What we offer Competitive salary Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products Extensive product and on the job/cross training opportunities with outstanding resources available Encouraging and collaborative team environment Career development through various career ladders Dedication to safety through our Zero Harm policy Access to business resource groups Training on our company values How you will do it Deliver regular one-to-one coaching sessions with contact centre agents and develop coaching plans Maintain regulatory and non-regulatory knowledge, ensuring delivery across the CSC Proactively handle customer calls and support the business with administrative tasks, meeting KPIs Identify and implement process improvements to enhance service and customer experience Build and maintain positive relationships with L&D leads to develop and deliver training plans What we look for Required Extensive experience in driving performance through coaching Experience in facilitation, both in small and large groups Ability to flex and deliver in a fast-paced environment Strong engagement and influencing skills Attention to detail Knowledge or qualifications in coaching and development (e.g., CIPD, CPD) Experience with process improvement methodologies such as LEAN Six Sigma Greenbelt or systems thinking Preferred Familiarity with Johnson Controls’ full product range Experience in handling regulatory training sessions Ability to work under pressure and meet deadlines Stakeholder management and collaboration skills LI-MS2 LI-Onsite

Location: Manchester, GB

Posted Date: 4/4/2025