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. #LI-JB3 #LI-Onsite