At a Glance
- Tasks: Lead training and quality assurance to enhance customer experiences across all channels.
- Company: Fexco Property Services, a supportive and inclusive workplace.
- Benefits: Full-time role with opportunities for professional growth and development.
- Other info: Join a dynamic team focused on continuous improvement and innovation.
- Why this job: Make a real difference in customer satisfaction and team performance.
- Qualifications: Experience in training or quality roles within contact centres is essential.
The predicted salary is between 40000 - 50000 £ per year.
Job Title
Customer Experience Training & Quality Manager
Location
Salisbury / Hybrid
Company
Fexco Property Services
Type of Employment
Full Time, Permanent
About this Role
The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels.
The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards.
Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .
Main Duties and Objectives
- Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors
- Develop property management specific training modules (e. g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication
- Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)
- Conduct training needs analyses and create development plans aligned with business priorities
- Support team leaders with coaching frameworks to reinforce training across the team
- Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)
- Define quality standards aligned with regulatory requirements, company policies, and service expectations
- Conduct regular quality audits and ensure consistent calibration across leadership teams.
- Provide structured feedback and reporting to drive performance improvement.
- Ensure adherence to relevant property management regulations and customer service compliance standards.
- Use data insights to identify trends, knowledge gaps, and performance issues.
- Partner with operational leaders to implement targeted improvement plans.
- Develop and track KPIs relating to training effectiveness and quality outcomes.
- Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.
- Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.
- Support change initiatives, including system updates, process changes, and new service implementations.
Essential Skills
- Proven experience in a Training and/or Quality role within a contact centre environment.
- Strong understanding of QA frameworks, coaching techniques, and learning design.
- Excellent communication, facilitation, and stakeholder management skills.
- Analytical mindset with the ability to interpret data and drive actionable insights.
- Experience working with contact centre technologies and performance tools.
- Customer first mindset
- Attention to detail and quality standards
- Strong organisational and project management skills
- Ability to influence and drive change
- Problem-solving and continuous improvement orientation
Desirable Skills
- Knowledge of UK property regulations (e. g., tenancy law, maintenance responsibilities).
- Experience implementing or managing learning management systems (LMS).
- Experience leading small teams or influencing cross-functional stakeholders.
Success Measures
- Improvement in QA scores across all channels
- Increased advisor competency and reduced onboarding time
- Positive trends in customer satisfaction (CSAT/NPS)
- Reduced complaints and compliance breaches
- Measurable impact of training on operational KPIs
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.
We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
BACK TO ALL VACANCIES
Customer Experience Training and Quality Manager in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Training and Quality Manager in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fexco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Training and Quality Manager in Salisbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fexco:Your cover letter is your chance to shine! Tell us why you want to work at Fexco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fexco!
How to prepare for a job interview at Fexco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
