At a Glance
- Tasks: Drive customer excellence by leading quality assurance and maximising satisfaction outcomes.
- Company: Join a dynamic team at Stellantis, a leader in customer experience.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on innovation and career development.
- Why this job: Make a real impact on customer journeys and enhance our reputation.
- Qualifications: 2-4 years in quality assurance or customer experience roles required.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Experience Quality Controller is responsible for driving customer excellence across the Customer Care function by leading quality assurance activity, overseeing customer feedback channels, and maximising customer satisfaction outcomes.
This role plays a pivotal part in protecting and enhancing the organisation’s reputation by embedding best practice, providing quality insight and coaching, and ensuring effective management of Net Promoter Score (NPS) performance and its associated financial impact.
The role ensures agreed objectives are consistently achieved while adding tangible value to the customer, Leasys, and the wider business at every stage of the customer journey.
Working in close collaboration with key stakeholders, the post holder will identify pragmatic and creative solutions that balance customer needs, operational efficiency, and regulatory expectations.
It is essential that we hit agreed objectives whilst adding additional value to the customer, Leasys and at all points of the customer journey.
Working with all stakeholders to identify creative solutions to meet back office needs & expectations.
- Location
- 2 days in the office as a minimum (Coventry)
- Drivers of Success
- Quality audit scores and consistency of application
- Reduction in repeat errors and rework
- Customer satisfaction and complaint trend improvements
- Timeliness and effectiveness of quality feedback
- Capability development of junior colleagues
- Achievement of NPS targets (including best‑in‑class European performance)
- Presentation of quality and customer insight at monthly Customer Focus & Quality Committees
- Excellent written and verbal communication skills
- Ability to work autonomously and make sound, evidence‑based decisions
- Ability to prioritise, multitask, and manage competing deadlines
- Confident in building and presenting business cases
- Regular collaboration with Compliance teams to share quality outcomes
- Necessary actions to achieve deliverables
- Quality Assurance & Monitoring
- Carry out regular quality checks on customer interactions, including telephone calls, written correspondence, and case files.
- Review customer decisions and case handling to ensure alignment with internal procedures, SLAs, policies, and regulatory requirements.
- Record quality scores, findings, and supporting evidence accurately using agreed frameworks and systems.
- Identify quality issues, inconsistencies, or risks and elevate findings in line with defined processes.
- Track recurring errors, rework themes, and improvement opportunities and share findings with relevant stakeholders.
- Customer Experience & Case Review
- Review selected escalated or complex cases to assess fairness, clarity, and customer impact.
- Provide evidence‑based feedback on customer outcomes to improve consistency and professionalism.
- Identify common drivers of customer dissatisfaction and contribute insight to complaint‑reduction activity.
- Support initiatives aimed at improving the end‑to‑end customer journey.
- (Task‑focused ownership of activity, not platform governance)
- Monitor and manage day‑to‑day activity across online customer review platforms, including Trustpilot and Google Reviews.
- Review, analyse, and categorise online customer feedback to identify trends, risks, and learning opportunities.
- Draft and issue responses to online customer reviews in line with agreed tone‑of‑voice, service standards, and approval guidelines.
- Escalate sensitive, high‑risk, or reputationally impactful feedback in line with agreed escalation processes.
- Produce insight summaries on recurring themes and sentiment to support service improvement discussions.
- Work closely with Customer Care colleagues to highlight actions required to improve customer sentiment and reduce repeat issues.
- Customer Feedback, Reviews & NPS
- Monitor and analyse customer feedback, including NPS responses, complaints insight, and survey comments.
- Identify common themes, root causes, and learning points from customer feedback.
- Provide insight and commentary to support improvements in customer satisfaction and service delivery.
- Supervision & Support of Junior Quality Monitor Specialist
- (Task supervision – not formal people management)
- Provide day‑to‑day guidance on quality checking tasks, priorities, and expected standards.
- Review a sample of completed quality checks to ensure accuracy, consistency, and correct application of frameworks.
- Provide constructive, task‑based feedback to support development and improve quality outputs.
- Support onboarding and familiarisation with quality processes, tools, and ways of working.
- Act as an escalation point for routine questions related to quality activity or interpretation of standards.
- Highlight training needs or capability concerns to the Quality Manager where appropriate.
- Coaching & Feedback Support
- Provide structured quality feedback to colleagues based on monitoring outcomes.
- Support informal coaching conversations by highlighting examples of good practice and learning opportunities.
- Contribute insight to support training materials or quality guidance.
- Prepare quality summaries, reports, and insight for review by the Quality & Complaints team.
- Support the identification of process, system, or communication improvements using quality evidence.
- Assist with implementing agreed improvement actions and changes.
- Participate in quality forums, reviews, and improvement meetings as required.
- Governance, Compliance & Complaints Support
- Carry out all quality activity in line with internal policies, customer commitments, and regulatory expectations.
- Support audit activity by providing quality evidence and documentation when required.
- Liaise with Compliance colleagues to share quality findings and insight.
- Provide quality input into complaint cases to support fair, consistent, and compliant outcomes.
- Required Knowledge and Skills
Foreign Language skills
Required experience
- 2-4 years experience in an operational, quality assurance, or customer experience role
- Proven experience reviewing work quality and providing structured feedback
- Experience working to SLAs, KPIs, and defined quality standards
- Experience supervising, coaching, or mentoring junior colleagues
- Exposure to regulated or compliance‑led environments
- Experience in complaints handling or customer resolution functions
Technical Skills and Personal characteristics
- Experience in working with Salesforce.
- LSI – Building reports
Stellantis is proud to be an equal opportunity employer.
We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity.
Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community.
Service Personnel and their families are therefore encouraged to apply.
Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.
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Customer Experience Quality Controller in Coventry employer: Leasys
Leasys is an excellent employer that values its employees by offering a hybrid work model, allowing for a balanced approach between office and remote work. With a competitive salary range and a focus on employee development, the company fosters a supportive work culture where strong communication and attention to detail are recognised and rewarded. Working in Coventry provides unique advantages, including access to a vibrant community and opportunities for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Quality Controller in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leasys. 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 Leasys 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 Quality Controller in Coventry
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 Leasys:Your cover letter is your chance to shine! Tell us why you want to work at Leasys 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 Leasys!
How to prepare for a job interview at Leasys
✨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.
