Customer Service Team Coach

Johnson Controls; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global technology and industrial company is seeking a Performance Development Coach in Manchester. In this role, you will enhance customer experience by maximizing performance and conducting one-on-one coaching sessions. The ideal candidate will possess extensive experience in coaching and development, with a focus on driving performance improvements. The position offers a competitive salary and comprehensive benefits including flexible leave and career development opportunities.

Benefits

25 days annual leave

Life assurance

Pension plan

Employee assistance program

Qualifications

• Extensive experience in driving performance through coaching.
• Ability to flex and deliver in a fast-paced environment.
• Familiarity with Johnson Controls’ full product range is a plus.

Responsibilities

• Deliver regular one-to-one coaching sessions with contact centre agents.
• 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.

Skills

Driving performance through coaching

Facilitation in small and large groups

Engagement and influencing skills

Process improvement methodologies

Education

Knowledge or qualifications in coaching and development (e.g., CIPD, CPD)

Tools

LEAN Six Sigma Greenbelt

Job description

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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.

Flexible Leave Entitlement:25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.

Holiday Purchase Scheme:Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.

Comprehensive Benefits:Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.

Exclusive Discounts:With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

Career Development:Extensive opportunities for growth and advancement.

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

Extensive 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

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

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