What You Will Do

In this coaching and performance development role, you will use a range of skills to enhance performance and improve the customer experience across all cross-functional teams. As a subject matter expert, you will be responsible for maintaining both regulatory and non-regulatory training within the Customer Service Centre (CSC). You will identify performance gaps and develop coaching plans to help team members achieve their full potential.

This is an office-based role located at our Newton Heath, Manchester office. The position is full-time, requiring you to work 5 days a week, including some weekends.

What We Offer

• Competitive salary
• Paid holidays and sick leave
• Comprehensive benefits package, including pension scheme, Life assurance, employee assistance programme, Employee referral scheme, Discounts on high street brands, Discounts on Johnson Controls security products
• Extensive product and on-the-job/cross-training opportunities
• Supportive and collaborative team environment
• Career development through various career paths, including Customer Service
• Commitment to safety through our Zero Harm policy
• Access to business resource groups
• Training aligned with our company values

How You Will Do It

• Conduct regular one-to-one coaching sessions with contact centre agents and develop tailored coaching plans
• Maintain and deliver both regulatory and non-regulatory knowledge to the CSC
• Proactively handle customer calls, meeting both personal and team KPIs
• Recommend and implement process improvements to continually enhance our service and customer experience
• Build and sustain positive relationships with Learning & Development leads to develop and deliver effective training plans

What We Look For

• Experience in a contact centre environment
• Proven ability to drive performance through coaching
• Capability to adapt and thrive in a fast-paced environment
• Strong skills in engaging, challenging, and influencing others
• Recognised coaching and development qualifications (e.g., CIPD, CPD) preferred
• Familiarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvement
• Strong attention to detail

We 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.

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