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Customer Service Team Coach

7 months ago

Manchester, United Kingdom Johnson Controls Full time

What you will do

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

To are expected to be subject matter experts, responsible for the maintenance of all regulatory & nonregulatory training across the CSC, identifying performance gaps and delivering coaching plans to meet their full potential. 

This is an office-based position with our office located in Newton Heath, Manchester

Please note, this is a full-time position, working 5 days out of 7 including some weekends.

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 2 work scheme and discount on Johnson Controls security products 

Extensive product and on the job/cross training opportunities with outstanding resources available 

Encouraging and collaborative team environment 

Career development through various career ladders including Customer Service 

Dedication to safety through our Zero Harm policy 

Access to business resource groups 

Training on our company values 

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 & nonregulatory knowledge and delivering this to the CSC

Proactively handle customer calls in accordance with the needs of the business meeting own and team KPI’s 

Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience

Identify, build and maintain positive relationships with L&D leads, utilising this relationship to develop and deliver training plans

What we look for

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 recognised 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

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