Customer Service Team Coach | Performance & Training Leader

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

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.