Quality Assessor
Thames Water
Swindon,South West,UK
6d ago

About the role

We have an exciting opportunity for a Quality Assessor to join our busy team in Swindon.

Your role will be to ensure the quality of our customer experience delivered across all service providers meets company standards.

You will act as a quality partner to our customer service teams and ensure quality of service for our customers is not compromised and you will use your great communication and influencing skills to sell improvement opportunities to stakeholders.

Key areas of accountability will include :

  • Participate in the design of quality monitoring formats and standards.
  • Perform call monitoring, providing insight and trend data to stakeholders.
  • Use quality monitoring data management systems to compile and track performance at team and individual levels.
  • Monitor email / written / web-based customer contacts.
  • Provide constructive feedback and coaching to motivate and drive positive improvement
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to stakeholders and support teams.
  • Coordinate and facilitate calibration sessions, focusing on what good looks like
  • Provide insightful feedback to contact centre team leaders and managers.
  • Prepare and analyse internal and external quality reports for management teams.
  • Provide feedback and insight into quality monitoring and improvement trends.
  • Drive and develop intervention recommendations based on quality outcomes and work collaboratively with Training and Knowledge teams, contact centre colleagues, partners and the wider business.
  • Coach team leaders and contact centre colleagues to improve the customer experience.
  • On occasions travel to different Thames Water sites and to our partners sites.
  • To be successful you will have the following skills and experience :

  • A high standard of accuracy and attention to detail, excellent oral, written and interpersonal communication, listening and analytical skills is required
  • Strong knowledge of customer care processes and exceptional customer service
  • Proficient to intermediate level with Microsoft Office applicants namely Word, Excel and PowerPoint
  • Previous call centre customer care experience, preferably in a quality management or customer care environment is beneficial
  • An understanding of effective quality framework and programmes to drive individual and business performance and continuous improvement
  • What’s in it for you?

    This is a busy and varied role with lots of room for growth and freedom and to suggest solutions and ideas to innovate. You will be challenging the norm to seek improvement opportunities.

    Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme.

    This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.

    We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

    Click here to find out more about working at Thames Water

    About us :

    Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.

    7 billion litres of world-class water to around 10 million homes.

    As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally.

    That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

    We’re passionate about providing world-class tap water, now and for the future.

    We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet.

    We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

    Together, we’re building a better future for our customers, our region and our planet.

    Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits.

    We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.

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