What you will do
This is a coaching & performance development role where you are expected to use a variety of skills to maximise performance and customer experience across all relevant cross functional teams.
To are expected to be subject matter experts, responsible for the maintenance of all regulatory & nonregulatory training across the CSC, identifying performance gaps and delivering coaching plans to meet their full potential.
This is an office-based position with our office located in Cheetham Hill, Manchester.
Please note, this is a full-time position – 12hrs shifts, working 2 days, 2 nights, 4 off.
What we offer
* Competitive salary
* Paid holidays and sick pay
* 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 including Customer Service
* Dedication to safety through our Zero Harm policy
* Access to business resource groups
* Training on our company values
How you will do it
* Delivery of regular coaching one to one meetings with contact centre agents and developing coaching plans
* Responsibility for maintaining regulatory & nonregulatory knowledge and delivering this to the CSC
* Proactively handle customer calls in accordance with the needs of the business meeting own and team KPI’s
* Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience
* Identify, build and maintain positive relationships with L&D leads, utilising this relationship to develop and deliver training plans
What we look for
* Contact centre experience
* Experience of successfully driving performance through coaching
* Ability to flex and deliver in a fast-paced environment
* Ability to engage, challenge and influence
* Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example)
* Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement
* Attention to detail
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