🌟 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

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