Team Coach

4 weeks ago

Manchester, United Kingdom Johnson Controls Full time

What You Will Do

In this dynamic coaching and performance development role, you'll utilise your expertise to enhance team performance and improve the customer experience across cross-functional teams. As a subject matter expert, you'll maintain both regulatory and non-regulatory training within the Customer Service Centre (CSC). You'll also identify performance gaps and create tailored coaching plans to help team members reach their full potential.

This is a full-time, office-based role at our Newton Heath, Manchester office.

What We Offer

  • Competitive salary
  • Paid holidays and sick leave
  • Comprehensive benefits package, including pension scheme, Life assurance, employee assistance programme, Employee referral scheme, Discounts on high street brands, Discounts on Johnson Controls security products
  • Extensive product and on-the-job/cross-training opportunities
  • Supportive and collaborative team environment
  • Career development through various career paths, including Customer Service
  • Commitment to safety through our Zero Harm policy
  • Access to business resource groups
  • Training aligned with our company values

How You Will Do It

  • Conduct regular one-to-one coaching sessions with customer centre agents and develop tailored coaching plans
  • Maintain and deliver both regulatory and non-regulatory knowledge to the CSC
  • Proactively handle customer calls, meeting both personal and team KPIs
  • Recommend and implement process improvements to continually enhance our service and customer experience
  • Build and sustain positive relationships with Learning & Development leads to develop and deliver effective training plans

What We Look For

Required:

  • Experience in a contact centre environment
  • Proven ability to drive performance through coaching
  • Capability to adapt and thrive in a fast-paced environment
  • Strong skills in engaging, challenging, and influencing others
  • Strong attention to detail

Preferred:

  • Recognised coaching and development qualifications (e.g., CIPD, CPD) preferred
  • Familiarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvement

We are looking for a proactive and dedicated individual to join our team, drive excellence, and foster a positive, high-performance culture in our Customer Service Centre.

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