Quality Assurance Lead - Customer Services

Quality Assurance Lead

£34,000 - £37,000

Redhill

If you are a Quality Assurance professional with a commitment to setting standards and helping to ensure we deliver the best service to our customers, we’d love you to join SES Water on our journey to make a positive impact on the lives of those we serve. Together, we are shaping a sustainable future, one drop at a time.

A forward-thinking utility company, SES Water is driven by innovation and environmental responsibility. We continuously invest in cutting-edge technologies and sustainable practices to protect and preserve our precious water resources while meeting the evolving needs of our customers.

It’s an exciting time to join us as we undergo our digital transformation. We understand how important quantitative and qualitative data is to enhance our service and be efficient. You will be joining a company where every colleague is valued for their contribution and encouraged to share their ideas, developing our experience and insight to improve our effectiveness.

What We Offer

SES Water value our employee’s wellbeing and have created a package to care for both your financial needs and personal wellbeing.

• Generous salary; between £34,000 and £37,000 depending on experience
• Group personal pension plan with up to 10% employer contribution.
• Life assurance for peace of mind.
• Financial education, savings, and loans support.
• Cycle to Work and Car Share Schemes and for eco-conscious commuting.
• 25 days of annual leave for work-life balance.
• Simply Health healthcare cashback scheme and Surgical Choices.
• Service and MOT discounts at our on-site garage.
• One paid day per year for volunteering in the community

The Role

As the Quality Assurance Lead, you will be a key member of the Customer Analytics and Insight team with responsibility for setting the quality standards for incoming and outgoing calls and other digital channels across the newly formed Customer Business Unit.

In this role, you will ensure that all colleagues are working in accordance with SES Water rules and regulations as well as upholding our values of Service, Integrity, Collaboration, Commitment, Compassion and Innovation.

Other responsibilities will include:

• Assist with designing the call monitoring formats and setting the relevant standards/goals to support call quality improvement across the area
• Carrying out customer contact monitoring and provide trend data to the site management team
• Maintaining and adapting the quality methodology so that it fits the continuously evolving requirements of the business
• Accompany evaluations with meaningful and constructive feedback ensuring that colleagues have the relevant level of support to help them improve their performance
• Analysing related customer service metrics (e.g. CSAT) to assess how the Service team’s performance can influence those KPIs
• Create strategies to improve/support KPIs including the coordination and facilitation of call calibration sessions with key stakeholders
• Monitor QA performance on an agent and team level
• Work closely with CRM System & Process Trainer to identify training requirements
• Create reports that reflect and support performance levels
• To present data to team leaders and wider management team, outlining actions and initiatives to improve performance levels

Knowledge & Experience Requirements

You will be an experienced Quality Assurance professional with a proven track record of success in working with customer service teams in a contact centre environment. A strong knowledge of customer care processes and techniques is essential.

The ability to identify ways to improve customer service delivery and develop these into a cohesive strategy with a plan for implementation is also key.

An understanding of the water or utilities industry coupled with billing processes and management would be a definite bonus!

You will also be used to working with a range of stakeholders across the business including external suppliers.

Diversity and Inclusion

We thrive on the knowledge and life experiences of our colleagues, recognizing that our differences bring diverse perspectives and make us a great team. We welcome people who live our values, bring their true selves to work, and have a desire to share their lived experience to serve our communities both now and in the future. Please let us know if you need any support during the application process.