At a Glance
- Tasks: Ensure top-notch customer care and quality processing while handling escalated communications.
- Company: Join Lidl, a proactive and reliable team dedicated to exceptional customer service.
- Benefits: Enjoy 30 days holiday, 10% in-store discount, and a contributory pension scheme.
- Other info: Hybrid working model with great perks and career growth opportunities.
- Why this job: Make a real impact by solving customer issues and driving quality standards.
- Qualifications: Strong communication skills and data analysis experience are essential.
The predicted salary is between 31350 - 39600 £ per year.
£31,350* - £39,600* per annum | 30 days’ holiday (pro rata) | 10% in-store discount | Pension scheme
Everyone who works at Lidl brings something unique to the table - but we also have a whole lot in common. We’re proactive, reliable, and ready to take on any challenge. Just like you. At Lidl GB, delivering exceptional customer care and maintaining the highest standards of quality are at the heart of everything we do.
Our Customer Care team is looking for an enthusiastic, analytical, and highly articulate Customer Quality Administrator. In this pivotal role, you will be key to upholding high-quality processing and professional communication across all customer interactions, ensuring full compliance with national and international standards. You will serve as an escalation point for executive-level communications, evaluate customer data to deliver strategic insights for management, and actively track and support key performance indicators (KPIs) across the business. If you thrive on data-driven problem solving, possess exceptional written communication skills, and excel at managing relationships with diverse stakeholders, this is the perfect opportunity for you.
At Lidl, we offer a hybrid working model to give you the best of both worlds. Spend three days or more in our state-of-the-art office, where you can enjoy an on-site gym, restaurant, and more of the perks you deserve. And with up to two days at home, you’ll find the work/life balance you need to thrive.
What you'll do:
- Ensuring there is professional communication and high-quality processing of customer issues that complies with international and national customer service processes
- Handling escalated customer communication to BoD or other Executives
- Looking back at customer issues and creation of evaluations/statistics for Management and business departments
- Independent resolution of customer issues assessing all associated correspondence
- Professional and timely correspondence with stakeholders
- Verification of and compliance with target KPIs
- Supporting the management team and wider department in ensuring KPIs are met
- Immediate replying to or processing of specific customer enquiries
- Dealing with assigned special or ad-hoc tasks as requested by management
What you'll need:
- Outstanding written and verbal communication skills, with the ability to draft executive-ready responses and liaise with senior stakeholders
- Strong data-analysis skills with a keen eye for detail, patterns, and quality trends
- Proven ability to independently investigate complex issues and exercise sound judgment
- Excellent time management and organisational skills, with the ability to handle conflicting deadlines and time-sensitive escalations
- A high level of proficiency with Google Workspace is desirable, particularly Sheets for evaluations and statistics, and Docs for formal correspondence
- A calm, professional, and solution-focused approach when dealing with high-stakes customer issues
- Previous experience in a quality assurance, escalation management, or customer experience analysis role is desirable
What you'll receive:
- 10% in-store discount
- 30 days holiday pro rata
- Market-leading family leave
- Contributory pension scheme
- Cycle to work scheme
- Plus, more of the perks you deserve
*including 10% non-contractual London Weighting allowance
We value diversity, equity, and inclusion, welcoming applicants from all backgrounds. Join us to celebrate individuality and grow in a fair, respectful, and inclusive environment.
Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
If you’re ready to get stuck in, want to get more out of your career and make a real difference, find your place at Lidl and apply now.
Customer Quality Administrator employer: Lidl
Lidl is an exceptional employer that values collaboration and determination, offering a dynamic work environment where no two shifts are the same. With competitive pay rates, generous holiday allowances, and a strong focus on employee growth and training, Lidl empowers its Customer Assistants to thrive in their roles and advance their careers. The inclusive culture and commitment to well-being make Lidl a fantastic place to work for those looking to make a meaningful impact in retail.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Quality Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lidl. 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 Lidl 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 Quality Administrator
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 Lidl:Your cover letter is your chance to shine! Tell us why you want to work at Lidl 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 Lidl!
How to prepare for a job interview at Lidl
✨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.
