Job Description

Join Us as a Customer Service 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

#LI-MS2


#LI-Onsite