Senior Customer Service Advisor

2 weeks ago

Manchester, United Kingdom Johnson Controls Full time £35,000 - £60,000 per year

Join Us as a Senior Customer Service Advisor / 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: Reflecting your skills and experience
  • Generous Leave: 25 days annual leave (pro-rated in hours)
  • Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave

  • Comprehensive Benefits:

  • Pension plan (up to 7% employer match)

  • Life assurance
  • Employee assistance program
  • Referral scheme
  • Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
  • Career Development: Extensive growth and advancement opportunities
  • Free Onsite Parking: Hassle-free commuting
  • Dress Down Fridays: Casual attire to wrap up the week

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

  • 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

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
  • 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
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