At a Glance
- Tasks: Lead service quality improvements and ensure top-notch customer experiences.
- Company: Join Nest, a forward-thinking company focused on member satisfaction.
- Benefits: Flexible working hours, hybrid model, and plenty of learning opportunities.
- Other info: Dynamic role with opportunities for career growth and development.
- Why this job: Make a real difference in service quality for millions of members.
- Qualifications: Experience in quality assurance and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
Overview
In this role, you'll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations.
You'll sit at the heart of how we assure customer outcomes - combining insight from quality reviews, customer feedback, complaints and operational data to form a clear, evidence‑based view of performance.
Responsibilities
Day‑to‑day you will work across teams and with our third‑party partner to challenge performance, identify where things are going wrong, and drive meaningful improvement.
This includes leading deep‑dive reviews into customer journeys, shaping how we measure service quality and ensuring that actions taken genuinely improve outcomes for members.
You will play a key role in major change and product releases, providing assurance before new services go live and assessing how they perform in reality.
You will also be responsible for building a high‑performing service quality function – coaching your team, improving consistency of approach and strengthening how we use data and insight.
Your ability to translate complex insight into clear direction will directly shape how Nest delivers for its members.
Qualifications
- Proven experience leading quality assurance, audit, control testing or service review activity in a complex service environment.
- Experience designing or evolving quality frameworks, scorecards, review methodologies or assurance approaches that support consistent and credible oversight.
- Strong analytical capability, with the ability to interpret multiple sources of quality, operational and customer insight, identify patterns and root causes, and form balanced, evidence‑based conclusions.
- Experience producing clear reporting and commentary for senior stakeholders, including translating detailed findings into practical implications and recommendations.
- Experience working with operational leaders and third‑party partners to address service risks, improve controls and strengthen customer outcomes.
- Experience leading or developing specialist assurance resource, including setting direction, managing performance and supporting capability growth.
- Experience in pensions, financial services, complaints handling or another regulated environment would be beneficial.
Benefits
At Nest, you'll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career.
- Working Arrangements
- Hybrid of office (Canary Wharf, London) and home working – with an expectation to attend the office once or twice a week, or more as required.
- Reduce or vary working hours.
- Reduce or vary the days worked.
- Work compressed hours.
- Job share.
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StudySmarter Expert Advice🤫
We think this is how you could land Service Quality Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nest. 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 Nest 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 Service Quality Manager
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 Nest:Your cover letter is your chance to shine! Tell us why you want to work at Nest 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 Nest!
How to prepare for a job interview at Nest
✨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.
