At a Glance
- Tasks: Coach and develop customer service teams to enhance performance and customer experience.
- Company: Join a dynamic team at Johnson Controls, focused on growth and innovation.
- Benefits: Enjoy competitive salary, generous leave, and exclusive discounts.
- Other info: Casual dress code, extensive career development opportunities, and free onsite parking.
- Why this job: Make a real impact by improving customer service and developing talent.
- Qualifications: Experience in coaching and performance improvement is essential.
The predicted salary is between 30000 - 40000 £ per year.
Join Us as a Customer Service Team Coach. 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
Required What we look for
- 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
- 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
Customer Service Performance Coach in Manchester employer: Johnson Controls
At Johnson Controls, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and development for our Customer Service Performance Coaches. With competitive salaries, generous leave policies, and extensive career advancement opportunities, we empower our employees to reach their full potential while enjoying a supportive environment that values work-life balance and employee well-being. Our commitment to professional development, coupled with unique benefits like exclusive discounts and hassle-free onsite parking, makes Johnson Controls an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Performance Coach in Manchester
✨Tip Number 1
Get to know the company inside out! Research Johnson Controls and their customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your coaching skills! Think about how you would handle one-on-one sessions with agents. Prepare some examples of how you've driven performance in the past, as this will come in handy during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral—definitely a win!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the team at Johnson Controls.
We think you need these skills to ace Customer Service Performance Coach in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Performance Coach role. Highlight your coaching experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven performance improvements in previous roles. Use metrics where possible to demonstrate your impact. This will help us see the value you can bring to our customer service team.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can engage and influence others, so don’t be afraid to show us who you are and what makes you passionate about coaching and customer service.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Johnson Controls
✨Know Your Coaching Techniques
Brush up on various coaching methodologies and be ready to discuss how you've applied them in past roles. Be prepared to share specific examples of how your coaching has improved performance in a team setting.
✨Understand the Customer Experience
Familiarise yourself with the customer journey and think about how you can enhance it. Be ready to suggest process improvements based on your understanding of customer needs and expectations.
✨Showcase Your Communication Skills
Since this role involves one-to-one coaching, practice articulating your thoughts clearly and confidently. Prepare to demonstrate your ability to engage and influence others during the interview.
✨Research Johnson Controls
Get to know Johnson Controls’ products and services inside out. This will not only help you answer questions more effectively but also show your genuine interest in the company and its mission.
