Title: Customer Quality Support
Location: Hybrid, across Wolverhampton and Ansty Park
Advertised Salary: £32,877 - £38,67
Job Function: Customer Centre
Working Hours: 37
Location Type: Hybrid
Contract Type: Permanent
Req ID: 3162
Posting End Date: 12th November 2026
Driving consistent, high quality customer experiences across the West Midlands Network
As Customer Quality Support, you’ll play a vital role in assuring, improving, and embedding consistent customer service standards across all customer activities. This is a high‑impact role focused on quality monitoring, insight, and assurance.
Supporting the West Midlands Network, you’ll be based out of Ansty Park Coventry or Planetary Road Wolverhampton, working 3 days in the office/site location (where applicable) and 2 days from home.
Working at the heart of the Network Customer Experience function, you’ll help us understand how we perform, where we can improve, and how best practice can be applied consistently. You’ll bring strong attention to detail, analytical thinking, and a passion for improving outcomes - ensuring every customer interaction meets our standards and values.
This role provides a strong platform to influence service quality, strengthen assurance, and make a measurable difference to customer performance in the West Midlands.
Why you’ll love this role
Quality‑Led Impact
Ensure a consistently high level of service across all and work streams - helping to drive fair, effective and positive customer outcomes.
Continuous Improvement Focus
Identify opportunities to apply process improvement and best practice methodologies that enhance customer performance and service delivery.
Tech Enhanced
Support the implementation and adoption of innovative digital solutions. Working across teams, you'll help embed new apps, systems, and technologies that simplify processes, enhance service delivery, and create better experiences for our customers.
Collaboration & Influence
Work closely with customer contact teams, network colleagues and stakeholders to share insight, support resolution activity and promote service excellence.
Practical Experience & Capability
- Experience in customer service, quality monitoring, assurance, administration or data‑driven roles
- Ability to review customer interactions, identify themes, and highlight areas for improvement
- Experience supporting the resolution of customer issues, ideally promoting first‑time resolution
Data & Analytical Skills
- Confidence working with spreadsheets, databases or Management Information (MI).
- Ability to report accurately, identify trends and present insight clearly
Communication & Collaboration
- Clear, professional verbal and written communication skills
- Comfortable engaging with customers and stakeholders across multiple teams
- Strong collaborative approach, supporting shared outcomes and service consistency
Technical & Organisational Skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio)
- Strong organisational skills with the ability to manage workloads and priorities effectively.
At Cadent, we’re thrilled to be part of the future of UK energy!
We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.
We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.
What’s In It For You
- Annual bonus
- Pension Scheme double matched up to a total of 18% of salary
- 25 days holiday, plus statutory days, and an option to buy more
- An extra day off each year to celebrate life’s special moments
- Career development with funded learning options
- Flexible working and strong ED&I commitments
- Generous family policies and flexible benefits
- Retail discounts, gym access, and more
We support a healthy work-life balance and are open to flexible working options.
Diversity and Inclusion
Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you submit your application – you may just be the right person for this role or other opportunities at Cadent.
We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men’s Engagement Network (M.E.N) – can’t wait to welcome you!
As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided.
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Customer Quality Support in Willenhall employer: Cadent Foundation
At Cadent, we pride ourselves on being an excellent employer, offering a supportive work culture that values collaboration and innovation. Our hybrid working model allows for flexibility while ensuring you are part of a dynamic team dedicated to delivering impactful projects in the North region. With ample opportunities for professional growth and development, along with a commitment to employee well-being, Cadent is the ideal place for those seeking meaningful and rewarding careers.
