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

• 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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