At a Glance
- Tasks: Manage customer complaints and quality issues while driving continuous improvement.
- Company: Join NEBOSH, the UK's leading Awarding Organisation for health and safety qualifications.
- Benefits: Enjoy 25 days annual leave, private healthcare, and hybrid working options.
- Other info: Be part of a supportive team dedicated to professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Strong analytical skills and experience in handling complex customer concerns.
The predicted salary is between 40000 - 40000 £ per year.
Location: Leicester / Hybrid
Vacancy Type: Full Time
Salary: £40000
Application Deadline: Thursday 3 September
About the job
Join us at the UK's leading Awarding Organisation for health, safety and environmental qualifications. At NEBOSH, our qualifications are recognised and respected worldwide, helping to create safer and healthier workplaces across the globe. We are looking for a Senior Specialist (Customer Quality and Resolution) to play a key role in ensuring complaints, quality issues and customer feedback are managed fairly, consistently and effectively, whilst driving continuous improvement across the organisation.
This is an exciting opportunity for an experienced professional who enjoys investigating complex issues, identifying root causes and influencing positive change. The successful candidate will work across the business to coordinate investigations, improve customer outcomes and use insight to support operational and organisational improvements.
The role
The Senior Specialist (Customer Quality and Resolution) is responsible for the effective day-to-day management of complaints, quality issues and customer feedback across NEBOSH. The role ensures concerns are investigated thoroughly, resolved fairly and handled in line with organisational policies and regulatory expectations.
Working closely with teams across the business, the postholder will coordinate investigations, provide clear and well-reasoned responses to customers, identify trends and root causes, and support the implementation of improvements that enhance the customer experience.
The role requires strong attention to detail, excellent judgement and the ability to manage a varied workload in a fast-paced, regulated environment. The successful candidate will act as a subject matter expert, providing guidance and support to colleagues while helping to embed a culture of continuous improvement.
Key responsibilities
- Manage and investigate complex complaints, quality issues and customer feedback in a timely, fair and consistent manner.
- Coordinate investigations with colleagues across NEBOSH to ensure responses are evidence-based and proportionate.
- Produce clear, professional and well-reasoned written responses to customers and stakeholders.
- Identify trends, recurring issues and root causes, recommending improvements to products, services and processes.
- Monitor complaint and quality data, producing reports and insight to support business decision-making.
- Support quality assurance activity and contribute to maintaining compliance with regulatory requirements.
- Develop and maintain guidance, processes and resources to support consistent decision making.
- Act as a point of expertise for colleagues dealing with complex customer concerns and quality issues.
- Build effective working relationships across departments to drive continuous improvement initiatives.
- Support the development and implementation of customer feedback mechanisms and reporting.
- Contribute to business projects and improvement activities that enhance operational effectiveness and customer experience.
What we're looking for
- Excellent investigation, analytical and problem-solving skills.
- Strong written communication skills with the ability to explain complex decisions clearly and professionally.
- Sound judgement and the ability to make balanced, evidence-based decisions.
- Experience of handling complex complaints, quality issues or escalated customer concerns.
- Strong attention to detail and the ability to work accurately under pressure.
- The ability to analyse data, identify trends and use insight to drive improvements.
- Excellent organisational skills and the ability to manage competing priorities.
- Confidence in working collaboratively with stakeholders across different business areas.
- A customer-focused approach with a commitment to delivering fair and positive outcomes.
- Experience of working within a regulated environment or quality-focused role would be advantageous.
- A passion for continuous improvement and improving the customer experience.
At NEBOSH, you'll be part of a welcoming and supportive organisation whose work genuinely makes a difference around the world. We are committed to helping our colleagues develop, grow and succeed.
Benefits include:
- 25 days annual leave, increasing with service
- Private healthcare and cash plan
- Employee Assistance Programme
- Life assurance
- Cycle to Work scheme
- Hybrid working opportunities
- Ongoing learning and development opportunities
Senior Specialist (Customer Quality and Resolution) employer: Nebosh
NEBOSH in Leicester is an excellent employer, offering a supportive work culture that values communication and flexibility. Employees benefit from a competitive salary, generous holiday allowances, and a comprehensive healthcare cash plan, all while having the opportunity to grow within a globally recognised organisation dedicated to professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Specialist (Customer Quality and Resolution)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nebosh. 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 Nebosh 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 Senior Specialist (Customer Quality and Resolution)
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 Nebosh:Your cover letter is your chance to shine! Tell us why you want to work at Nebosh 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 Nebosh!
How to prepare for a job interview at Nebosh
✨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.
