Customer Service Coach

Full Job Description

What you will do   

This is a coaching & performance development role where you are expected to use a variety of skills to maximise performance and customer experience across all relevant cross functional teams.  

To are expected to be subject matter experts, responsible for the maintenance of all regulatory & nonregulatory training across the CSC, identifying performance gaps and delivering coaching plans to meet their full potential. 

This is an office-based position with our office located in Newton Heath, Manchester

Please note, this is a full-time position, working 5 days out of 7 including some weekends.

What we offer  

• Competitive salary  

• Paid holidays and sick pay 

• Comprehensive 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 products

• Extensive product and on the job/cross training opportunities with outstanding resources available 

• Encouraging and collaborative team environment 

• Career development through various career ladders including Customer Service 

• Dedication to safety through our Zero Harm policy 

• Access to business resource groups 

• Training on our company values 

How you will do it   

• Delivery of regular coaching one to one meetings with contact centre agents and developing coaching plans 

• Responsibility for maintaining regulatory & nonregulatory knowledge and delivering this to the CSC

• Proactively handle customer calls in accordance with the needs of the business meeting own and team KPI’s 

• Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience

• Identify, build and maintain positive relationships with L&D leads, utilising this relationship to develop and deliver training plans

What we look for   

• Contact centre experience

• Experience of successfully driving performance through coaching  

• Ability to flex and deliver in a fast-paced environment

• Ability to engage, challenge and influence

• Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example) 

• Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement 

• Attention to detail

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