Customer Service Team Coach

Johnson Controls; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global technology company in Manchester is seeking a Customer Service Team Coach to enhance customer experience and drive performance. In this role, you will conduct coaching sessions, maintain training compliance, and foster positive relationships with teams. Ideal candidates should have experience in coaching, strong engagement skills, and knowledge of coaching methodologies. This position offers competitive salary and generous benefits including 25 days annual leave.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Comprehensive Benefits

Exclusive Discounts

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• 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.

Responsibilities

• Deliver regular one-to-one coaching sessions with contact centre agents.
• Maintain regulatory knowledge and ensure delivery across the CSC.
• Identify and implement process improvements to enhance service.

Skills

Driving performance through coaching

Facilitation in small and large groups

Engagement and influencing skills

Attention to detail

Education

Knowledge or qualifications in coaching and development (e.g., CIPD, CPD)

Tools

LEAN Six Sigma Greenbelt

Job description

🌟 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 skillsAttention 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