🌟 Join Us as a Customer Service Team Coach 🌟 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 #LI-MS2 #LI-Onsite Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.