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.

• 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

• 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

#LI-MS2

#LI-Onsite