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 offerCompetitive salaryComprehensive 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 productsExtensive product and on the job/cross training opportunities with outstanding resources availableEncouraging and collaborative team environmentCareer development through various career laddersDedication to safety through our Zero Harm policyAccess to business resource groupsTraining on our company valuesHow you will do it Deliver regular one-to-one coaching sessions with contact centre agents and develop coaching plansMaintain regulatory and non-regulatory knowledge, ensuring delivery across the CSCProactively handle customer calls and support the business with administrative tasks, meeting KPIsIdentify and implement process improvements to enhance service and customer experienceBuild and maintain positive relationships with L&D leads to develop and deliver training plansWhat we look for Required Extensive experience in driving performance through coachingExperience in facilitation, both in small and large groupsAbility to flex and deliver in a fast-paced environmentStrong engagement and influencing skillsAttention to detailKnowledge or qualifications in coaching and development (e.g., CIPD, CPD)Experience with process improvement methodologies such as LEAN Six Sigma Greenbelt or systems thinkingPreferredFamiliarity with Johnson Controls’ full product rangeExperience in handling regulatory training sessionsAbility to work under pressure and meet deadlinesStakeholder management and collaboration skills#LI-MS2#LI-Onsite