Senior Customer Service Advisor

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 LI-MS2 LI-Onsite

Location: Manchester, GB

Posted Date: 9/7/2025