What You Will Do
In this dynamic coaching and performance development role, you’ll utilise your expertise to enhance team performance and improve the customer experience across cross-functional teams. As a subject matter expert, you’ll maintain both regulatory and non-regulatory training within the Customer Service Centre (CSC). You’ll also identify performance gaps and create tailored coaching plans to help team members reach their full potential.
This is a full-time, office-based role at our Newton Heath, Manchester office.
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 customer 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
Required:
*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
*Strong attention to detail
Preferred:
*Recognised coaching and development qualifications (e.g., CIPD, CPD) preferred
*Familiarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvement
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.