🌟 Join Us as a Senior Customer Service Advisor / 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
1. Competitive Salary: Reflecting your skills and experience
2. Generous Leave: 25 days annual leave (pro-rated in hours)
3. Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
4. Comprehensive Benefits:
Pension plan (up to 7% employer match)
Life assurance
Employee assistance program
Referral scheme
5. Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
6. Career Development: Extensive growth and advancement opportunities
7. Free Onsite Parking: Hassle-free commuting
8. Dress Down Fridays: Casual attire to wrap up the week
How you will do it
9. Deliver regular one-to-one coaching sessions with contact centre agents and develop coaching plans
10. Maintain regulatory and non-regulatory knowledge, ensuring delivery across the CSC
11. Proactively handle customer calls and support the business with administrative tasks, meeting KPIs
12. Identify and implement process improvements to enhance service and customer experience
13. Build and maintain positive relationships with L&D leads to develop and deliver training plans
What we look for
Required
14. Experience in driving performance through coaching
15. Experience in facilitation, both in small and large groups
16. Ability to flex and deliver in a fast-paced environment
17. Strong engagement and influencing skills
18. Attention to detail
Preferred
19. Familiarity with Johnson Controls’ full product range
20. Experience in handling regulatory training sessions
21. Ability to work under pressure and meet deadlines
22. Stakeholder management and collaboration skills
23. Knowledge or qualifications in coaching and development (e.g., CIPD, CPD)
24. Experience with process improvement methodologies such as LEAN Six Sigma Greenbelt or systems thinking
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