Johnson Controls is looking for an Customer Service Team Coach in Manchester
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
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
Dedication to safety through our Zero Harm policy
Access to business resource groups
Training on our company values
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
Attention to detail
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
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