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Customer Service Team Coach

1 month ago

Manchester, United Kingdom Johnson Controls Full time

About the Role

This is a coaching and performance development position where you will use a variety of skills to maximize 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). You will also be expected to proactively handle customer calls in accordance with the needs of the business, meeting own and team KPIs.

Key Responsibilities

  • Delivery of regular coaching one-to-one meetings with contact centre agents and developing coaching plans
  • Maintenance of regulatory and non-regulatory knowledge and delivery to the CSC
  • Proactive handling of customer calls in accordance with business needs, meeting own and team KPIs
  • Recommendations for process improvements and implementation of solutions to continually improve service and enhance customer experience
  • Identification, building, and maintenance of positive relationships with L&D leads, utilizing these relationships to develop and deliver training plans

Requirements

  • Contact centre experience
  • Experience of successfully driving performance through coaching
  • Ability to flex and deliver in a fast-paced environment
  • Ability to engage, challenge, and influence
  • Obtained or aware of recognized coaching and development qualifications (CIPD, CPD as an example)
  • Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement
  • Attention to detail

About Us

Johnson Controls is a leading provider of building efficiency solutions. We are committed to delivering exceptional customer experiences and are looking for talented individuals to join our team.