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- Tasks: Lead quality assurance initiatives and transform customer experiences through insightful analysis.
- Company: Join a top 10 Great Place to Work in the UK.
- Benefits: Enjoy 34 days leave, health cash plan, and flexible hybrid working.
- Why this job: Make a real impact by shaping service quality and driving meaningful change.
- Qualifications: Strong management experience in customer service and a passion for coaching.
- Other info: Be part of a diverse team that values inclusion and wellbeing.
The predicted salary is between 32000 - 48000 £ per year.
Salary £40,000 per annum plus, 34 days leave (this includes bank holidays and a me day) and the option to buy 5 more each year. Permanent, full time (37.5 hpw) hybrid working, minimum 2 days per week in our One Strawberry Lane office Newcastle upon Tyne.
Join our Customer Service Quality and Improvement team as our Quality & Insights Manager, where you'll dig deep into the detail, uncover insights, and drive meaningful actions that elevate our customer experience. We're looking for a confident, credible leader who knows great service is built on care, consistency, and a desire to find better ways of working.
If you're ready to bring quality assurance to life, shaping processes, coaching others, and turning insight into change that truly matters, this is your moment.
What you'll do:
- Build and manage a simple, consistent quality assurance framework that drives excellent customer outcomes and a brilliant colleague experience.
- Turn checks, audits and feedback into clear insights and actionable improvements.
- Lead and support coaches and a trainer to deliver insight-driven training and coaching that improves performance, quickly identifying training needs with L&D.
- Work with leaders and teams to understand performance and embed a strong continuous-improvement culture.
- Keep processes and standards fresh, relevant and future-focused, ensuring the customers voice guides every change.
Why join us:
This role gives you the opportunity to shape how great service happens, digging into the detail, uncovering insights and turning them into improvements that genuinely transform the customer experience. You'll lead with confidence, influence how colleagues collaborate, and build a culture where quality, learning and growth thrive.
If you're driven by finding better ways of working and want the freedom to make meaningful change, this is where you can make your mark. Be part of one of the UK's top 10 Great Places to Work!
You have:
- Strong line management experience, with a background in contact centres or customer service environments.
- Qualified in quality management or auditing or experienced in setting up or managing quality assurance in regulated settings.
- A curious, analytical problem-solver with the confidence to give clear, timely feedback that drives action.
- Excellent communication and influencing skills, with a collaborative approach and a passion for coaching and helping others grow.
- Enthusiasm for building something new and taking people on the journey with you.
The practical bits:
- You'll work Monday to Friday.
- This is a hybrid role, and you'll spend a minimum of 2 days in our One Strawberry Lane office, and the rest working from home.
What's in it for you?
- Health cash plan saving you (and your children) £1140 each year covering dental, opticians, prescriptions and more.
- Matching pension contribution (up to 7% and life insurance of 3x basic salary).
- £800 discounts on shops, holidays, days out, tech and more.
- Top 20 in the UK for Wellbeing.
- Work your way with flexibility to balance life and work.
Click APPLY NOW to see our Quality and Insights Manager job Description, find out about us and for help to apply. Roles can close early, so don't wait.
Quality and Insights Manager in North East employer: Home Group Limited
Contact Detail:
Home Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Insights Manager in North East
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to quality assurance and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can leave a lasting impression and keep you top of mind as they make their decision.
We think you need these skills to ace Quality and Insights Manager in North East
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Quality and Insights Manager role. Highlight your experience in quality management and customer service, and don’t forget to showcase your analytical skills and leadership experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about improving customer experiences and how your background makes you the perfect fit for our team. Be genuine and let your personality come through.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive improvements and lead teams. Numbers and examples can really make your application stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the info you need about us and the role there!
How to prepare for a job interview at Home Group Limited
✨Know Your Quality Assurance Framework
Before the interview, make sure you understand what a quality assurance framework looks like and how it drives customer outcomes. Be ready to discuss your experience in building or managing such frameworks, as this will show your potential employer that you can hit the ground running.
✨Showcase Your Analytical Skills
Prepare examples of how you've turned checks, audits, and feedback into actionable insights in previous roles. This is crucial for the Quality and Insights Manager position, so be specific about the impact your insights had on performance and customer experience.
✨Demonstrate Leadership and Coaching Experience
Think of instances where you've led teams or coached individuals to improve their performance. Highlight your communication and influencing skills, as well as your passion for helping others grow. This will resonate well with the company's focus on collaboration and continuous improvement.
✨Emphasise Your Curiosity and Problem-Solving Skills
Be prepared to discuss how your curiosity drives you to find better ways of working. Share examples of challenges you've faced and how your analytical problem-solving approach led to successful outcomes. This will align perfectly with the role's requirement for a curious and analytical mindset.
