Senior Customer Service Advisor
Manchester, Manchester, United Kingdom

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Detalhes do trabalho

Tipo de emprego: 

Full-Time

Localização:

Manchester, Manchester, United Kingdom

Categoria de trabalho:

Customer Support

Número do trabalho:

WD30248013

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Descrição do cargo

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.

  • Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.

  • Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.

  • Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.

  • Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

  • Career Development: Extensive opportunities for growth and advancement.

 

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 

 

  • Extensive 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

  • 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

 

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

 

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