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
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