What You Will Do
In this dynamic coaching and performance development role, you'll utilise your expertise to enhance team performance and improve the customer experience across cross-functional teams. As a subject matter expert, you'll maintain both regulatory and non-regulatory training within the Customer Service Centre (CSC). You'll also identify performance gaps and create tailored coaching plans to help team members reach their full potential.
This is a full-time, office-based role at our Newton Heath, Manchester office.
What We Offer
* Competitive salary
* Paid holidays and sick leave
* Comprehensive benefits package, including pension scheme, life assurance, employee assistance programme, employee referral scheme, discounts on high street brands, and discounts on Johnson Controls security products
* Extensive product and on-the-job/cross-training opportunities
* Supportive and collaborative team environment
* Career development through various career paths, including Customer Service
* Commitment to safety through our Zero Harm policy
* Access to business resource groups
* Training aligned with our company values
How You Will Do It
* Conduct regular one-to-one coaching sessions with customer centre agents and develop tailored coaching plans
* Maintain and deliver both regulatory and non-regulatory knowledge to the CSC
* Proactively handle customer calls, meeting both personal and team KPIs
* Recommend and implement process improvements to continually enhance our service and customer experience
* Build and sustain positive relationships with Learning & Development leads to develop and deliver effective training plans
What We Look For
Required:
* Experience in a contact centre environment
* Proven ability to drive performance through coaching
* Capability to adapt and thrive in a fast-paced environment
* Strong skills in engaging, challenging, and influencing others
* Strong attention to detail
Preferred:
* Recognised coaching and development qualifications (e.g., CIPD, CPD) preferred
* Familiarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvement
We are looking for a proactive and dedicated individual to join our team, drive excellence, and foster a positive, high-performance culture in our Customer Service Centre.
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