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- Tasks: Ensure top-notch service quality and handle customer feedback like a pro.
- Company: Join Integral, a leading Facilities and Maintenance firm in the UK.
- Benefits: Competitive salary, career growth, and a diverse, inclusive work environment.
- Why this job: Make a real impact by improving customer experiences and driving innovation.
- Qualifications: Experience in customer service and a knack for quality assurance.
- Other info: Dynamic team culture with opportunities to connect and learn from industry leaders.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.
Responsibilities
- Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
- Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.
- Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
- Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
- Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.
- Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.
- Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.
- Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders.
- Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns.
Skills, Experience and Qualifications
- Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling.
- Strong understanding of centre operations, customer service best practices, and performance metrics.
- Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution.
- Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics.
- Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Certification in quality management or customer service is a plus.
We are committed to creating a diverse and inclusive work environment and encourage individuals from all backgrounds to apply.
We're Integral, part of JLL. We're a Facilities and Maintenance firm based across the UK. We work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. The Integral family are the largest mobile hard services provider in the UK.
If you're looking to step up your career, Integral and JLL are the perfect professional home. At Integral and JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing facilities and maintenance initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at Integral and JLL!
Applying
So, we can really get to know you and what you can offer please include an up-to-date CV with your application. All candidates will be required to provide valid proof of Right to Work in the UK and ID at interview. Successful candidates are also required to pass a DBS check at our cost.
Quality Assurance in London employer: Integral UK Ltd
Contact Detail:
Integral UK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and role. Understand their values and how you can contribute to their mission. Tailor your responses to show you’re the perfect fit for their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. This will help you get comfortable with common questions and refine your answers to highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Quality Assurance in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality Assurance role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Skills: In your application, don’t just list your skills—show us how you've used them in real situations. Whether it’s handling complaints or improving processes, we love seeing concrete examples of your achievements.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Remember, quality matters!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Integral UK Ltd
✨Know Your Quality Assurance Basics
Before the interview, brush up on your understanding of quality assurance principles and customer service best practices. Be ready to discuss how you’ve applied these in previous roles, especially in handling complaints and ensuring service delivery.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in customer service. Prepare examples that showcase your problem-solving skills, particularly how you resolved escalated complaints and improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Performance Metrics
Since the role involves analysing performance metrics, make sure you understand common KPIs in quality assurance. Be prepared to discuss how you’ve used data to identify trends and implement improvements in past positions.
✨Showcase Your Communication Skills
As a Quality Assurance and Complaints Handling Specialist, strong communication is key. Practice articulating your thoughts clearly and empathetically. During the interview, demonstrate active listening by engaging with the interviewer’s questions and responding thoughtfully.
