Job Description
About the role:
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.
An exciting opportunity has arisen for enthusiastic Quality Assurance Officers working initially to enhance and support our Connections processes and colleagues across our Northeast and Yorkshire licence areas. There will be further opportunities to extend into other priority customer service related workstreams helping to build and embed a high-quality customer service culture.
You will be responsible for driving quality improvements consistently across our Regional teams, resulting in improved service delivery evidenced through our Broad Measure of Customer Satisfaction (BMCS) scores and a reduction in guaranteed standard failures. You will work closely with individuals across a number of teams to coach for delivery of outstanding customer service and the implementation of compliant processes, whilst identifying process efficiencies and improved ways of working for the services we provide. You will be required to travel across where the teams are located, including attending site visits as part of the coaching process.
We are searching for people who can assess, identify and drive quality within our Regional teams through coaching for a consistent excellent customer experience on every customer request (for example a connection for a request for a new or amended electricity supply). Whilst based at one of our sites, regular travel across the entire operational footprint area will be required to support our teams.
Key Responsibilities:
•Supporting those involved in the end-to-end journey initially for a connection service, enabling them to provide the best service possible for each customer and drive an improvement in our BMCS scores
•Provide coaching to ensure compliance with processes, develop process efficiency and consistent ways of working
•Undertake assessments of individuals in line with the established Quality Framework, including observations, scoring and coaching conversations
•Helping colleagues involved in the processes develop their skills and knowledge to get it right first time for every customer
•Undertake root cause analysis reviews where process or customer journey shortfalls arise and implement action on the back of this to avoid repeat occurrences
•Develop individual specific action plans where process performance and customer service can be improved
•Work closely with team managers for implementation of action plans and performance improvements
•Work with the Regional Customer Service Managers to act on customer feedback
•Deliver 1-1 and group training to address themes, trends and embed learning from process non-compliance or process improvements
•Drive improvements in all measures relating initially to Connections, including time to quote, time to connect and guaranteed standard compliance
Key Competencies:
•Customer service – demonstrate what great customer service looks like and provide coaching for this to be applied across all roles involved in our end-to-end Connections services.
•Effective communicator - able to adapt your communication style to your audience, in order to develop, influence and coach people for compliant ways of working
•Leadership – ability to identify areas of improvement on an individual and team level and create bespoke action plans to drive forward these improvements
•Team player – a strong team working ethic, who works well with others to deliver results and put the customer at the heart of what we do
•Strong organisational and time management skills – ability to prioritise, plan and direct your time to areas where most difference can be made
•Excellent relationship management, communication, team working and people management skills.
•Good IT skills including use of Microsoft applications and bespoke connections systems
•Full UK driving licence – requirement to travel around the Regional Teams.
Qualifications & Experience:
Essential qualifications
•NVQ level 3 or 4; HNC or above OR
•A minimum of 2 ‘A’ levels, grade C or above -applications from those who have commensurate experience will also be considered.
Other beneficial attributes/experience:
•Coaching / Continuous Improvement qualification / experience
•A strong influencer with experience of embedding change management
•Understanding of the end-to-end connections processes, system knowledge and regulatory requirements.
Grade: P&A L3 pp 11-13
Salary: £33,183 - £38,329
Closing date for applications: 19 April
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.