What You Will DoIn 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 OfferCompetitive salaryPaid holidays and sick leaveComprehensive benefits package, including pension scheme, Life assurance, employee assistance programme, Employee referral scheme, Discounts on high street brands, Discounts on Johnson Controls security productsExtensive product and on-the-job/cross-training opportunitiesSupportive and collaborative team environmentCareer development through various career paths, including Customer ServiceCommitment to safety through our Zero Harm policyAccess to business resource groupsTraining aligned with our company valuesHow You Will Do ItConduct regular one-to-one coaching sessions with customer centre agents and develop tailored coaching plansMaintain and deliver both regulatory and non-regulatory knowledge to the CSCProactively handle customer calls, meeting both personal and team KPIsRecommend and implement process improvements to continually enhance our service and customer experienceBuild and sustain positive relationships with Learning & Development leads to develop and deliver effective training plansWhat We Look ForRequired:Experience in a contact centre environmentProven ability to drive performance through coachingCapability to adapt and thrive in a fast-paced environmentStrong skills in engaging, challenging, and influencing othersStrong attention to detailPreferred: Recognised coaching and development qualifications (e.g., CIPD, CPD) preferredFamiliarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvementWe 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.#LI-JB3#LI-Onsite