Senior Customer Service Coach & Performance Trainer

Johnson Controls; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global service provider seeks a Senior Customer Service Advisor / Team Coach in Manchester. The role involves coaching contact center agents, enhancing performance, and maintaining regulatory training. Ideal candidates will have experience in performance coaching and facilitation, along with strong engagement skills. This position offers competitive salary, generous leave, comprehensive benefits, and opportunities for career development, along with a casual dress policy on Fridays.

Benefits

Competitive Salary

25 days annual leave

Holiday Purchase Scheme

Pension plan (up to 7% employer match)

Life assurance

Employee assistance program

Career Development opportunities

Free Onsite Parking

Dress Down Fridays

Qualifications

• Experience in driving performance through coaching.
• Facilitation experience in both small and large groups.
• Ability to deliver in a fast-paced environment.

Responsibilities

• Deliver regular one-to-one coaching sessions with agents.
• Maintain regulatory knowledge across the CSC.
• Proactively handle customer calls and meet KPIs.
• Implement process improvements for customer experience.

Skills

Driving performance through coaching

Facilitation in small and large groups

Engagement and influencing skills

Attention to detail

Education

Knowledge in coaching and development (CIPD, CPD)

Tools

LEAN Six Sigma Greenbelt

Job description

A leading global service provider seeks a Senior Customer Service Advisor / Team Coach in Manchester. The role involves coaching contact center agents, enhancing performance, and maintaining regulatory training. Ideal candidates will have experience in performance coaching and facilitation, along with strong engagement skills. This position offers competitive salary, generous leave, comprehensive benefits, and opportunities for career development, along with a casual dress policy on Fridays.