Customer Success Coach

2 weeks ago


Manchester, United Kingdom Johnson Controls Full time
Job Title: Customer Success Coach

We are seeking a highly skilled Customer Success Coach to join our team in Newton Heath, Manchester. As a key member of our customer service department, you will be responsible for driving performance and delivering exceptional customer experiences.

About the Role
  • Estimated Salary: £35,000 - £45,000 per annum, depending on experience

In this role, you will work closely with our cross-functional teams to identify performance gaps and develop coaching plans to meet individual potential. You will also be responsible for maintaining regulatory and non-regulatory knowledge and delivering this to our customer service centre.

Key Responsibilities
  1. Delivery of regular coaching one-to-one meetings with contact centre agents and developing coaching plans
  2. Maintenance of regulatory and non-regulatory knowledge and delivery to the CSC
  3. Proactive handling of customer calls in accordance with business needs and meeting own and team KPIs
  4. Recommendations for process improvements and implementation to enhance customer experience
  5. Identification, building, and maintenance of positive relationships with L&D leads 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
  • Recognised coaching and development qualifications (CIPD, CPD)
  • Application of LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement
  • Attention to detail
What We Offer
  • Competitive salary
  • Paid holidays and sick pay
  • Comprehensive benefits package including pension, life assurance, employee assistance programme, employee referral scheme, employee discounts, cycle 2 work scheme, and discount on Johnson Controls security products
  • Extensive product and on-the-job/cross-training opportunities
  • 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 company values

Johnson Controls is an equal opportunities employer.



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