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

• 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

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

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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