Customer Service Team Coach

3 weeks ago


Manchester, United Kingdom Johnson Controls Full time

Job Summary

This is a coaching and performance development role where you will use a variety of skills to maximise performance and customer experience across all relevant cross-functional teams.

You will be responsible for maintaining regulatory and non-regulatory knowledge and delivering this to the Customer Service Centre (CSC).

Key Responsibilities

  • Delivery of regular coaching one-to-one meetings with contact centre agents and developing coaching plans
  • Proactively handle customer calls in accordance with the needs of the business meeting own and team KPIs
  • Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience

Requirements

  • Contact centre experience
  • Experience of successfully driving performance through coaching
  • Ability to flex and deliver in a fast-paced environment

What We Offer

  • Competitive salary
  • Paid holidays and sick pay
  • Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle-to-work scheme and discount on Johnson Controls security products

How You Will Do It

  • Delivery of regular coaching one-to-one meetings with contact centre agents and developing coaching plans
  • Responsibility for maintaining regulatory and non-regulatory knowledge and delivering this to the CSC
  • Proactively handle customer calls in accordance with the needs of the business meeting own and team KPIs

What We Look For

  • Contact centre experience
  • Experience of successfully driving performance through coaching
  • Ability to flex and deliver in a fast-paced environment

Johnson Controls is an Equal Opportunities Employer

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