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- Tasks: Coach and develop contact centre agents to enhance performance and customer experience.
- Company: Join a leading company focused on innovation and customer satisfaction.
- Benefits: Enjoy flexible leave, competitive salary, and exclusive discounts with top brands.
- Why this job: Make a real impact through coaching while growing your career in a supportive environment.
- Qualifications: Experience in coaching and performance improvement is essential; relevant qualifications preferred.
- Other info: Opportunity for extensive career development and a vibrant workplace culture.
The predicted salary is between 36000 - 60000 £ per year.
🌟 Join Us as a Senior Customer Service Advisor / 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 skills
- Attention to detail
Preferred
- Familiarity with Johnson Controls’ full product range
- Experience in handling regulatory training sessions
- Ability to work under pressure and meet deadlines \\(I correct this:
- 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
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Senior Customer Service Advisor employer: Johnson Controls, Inc.
Contact Detail:
Johnson Controls, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Advisor
✨Tip Number 1
Familiarise yourself with coaching methodologies and performance improvement techniques. Since the role requires extensive experience in driving performance through coaching, showcasing your knowledge of frameworks like LEAN or Six Sigma during discussions can set you apart.
✨Tip Number 2
Prepare to discuss your previous experiences in delivering one-to-one coaching sessions. Think of specific examples where you've successfully developed coaching plans and how they positively impacted team performance.
✨Tip Number 3
Highlight your ability to work in fast-paced environments. Be ready to share instances where you've adapted quickly to changes or challenges, as this is crucial for maintaining performance in a dynamic setting.
✨Tip Number 4
Build a strong understanding of Johnson Controls' products and services. This knowledge will not only help you in customer interactions but also demonstrate your commitment to the role and the company during your conversations.
We think you need these skills to ace Senior Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in coaching and performance development. Use specific examples that demonstrate your ability to drive performance and enhance customer experience, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and coaching. Mention how your skills align with the job requirements, particularly your experience in facilitation and process improvement methodologies like LEAN Six Sigma.
Showcase Relevant Skills: Emphasise your strong engagement and influencing skills in both your CV and cover letter. Provide examples of how you've successfully built relationships with stakeholders and delivered training plans in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that all information is clear and concise. A polished application reflects attention to detail, which is crucial for this role.
How to prepare for a job interview at Johnson Controls, Inc.
✨Showcase Your Coaching Experience
Be prepared to discuss your previous coaching roles in detail. Highlight specific examples where you successfully improved performance and enhanced customer experience, as this is a key aspect of the Senior Customer Service Advisor position.
✨Demonstrate Process Improvement Knowledge
Familiarise yourself with process improvement methodologies like LEAN or Six Sigma. Be ready to share instances where you've implemented these strategies to enhance service delivery, as this will show your proactive approach to problem-solving.
✨Engage with Stakeholders
Since building relationships with L&D leads is crucial, think of ways you've effectively collaborated with different teams in the past. Prepare to discuss how you can leverage these skills to develop and deliver impactful training plans.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle challenging customer interactions or coaching scenarios. Practise articulating your thought process and decision-making skills in these situations to demonstrate your capability under pressure.