Team Coach
What You Will Do
In this coaching and performance development role, you will use a range of skills to enhance performance and improve the customer experience across all cross-functional teams. As a subject matter expert, you will be responsible for maintaining both regulatory and non-regulatory training within the Customer Service Centre (CSC). You will identify performance gaps and develop coaching plans to help team members achieve their full potential.
This is an office-based role located at our Newton Heath, Manchester office. The position is full-time, requiring you to work 5 days a week.
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.
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Reference: 53576975
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