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 Cheetham Hill, Manchester.
Please note, this is a full-time position – 12hrs shifts, working 2 days, 2 nights, 4 off.
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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