At a Glance
- Tasks: Drive quality improvements and enhance customer service across regional teams.
- Company: Join Northern Powergrid, a leader in creating a greener energy system.
- Benefits: Competitive salary, generous annual leave, pension scheme, and company transport.
- Other info: Dynamic role with travel opportunities and excellent career growth.
- Why this job: Make a real impact on customer experiences while developing your career.
- Qualifications: 2 A Levels or equivalent, good IT skills, and a full UK driving licence.
The predicted salary is between 35546 - 41059 £ per year.
Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career! This is an exciting opportunity to join a forward-thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and Northern Lincolnshire. Northern Powergrid is committed to creating a greener energy system, while delivering exceptional customer experiences and setting new standards within the energy sector.
As a passionate Quality Assurance Officer, you will be responsible for driving quality improvements consistently across our Regional teams, resulting in improved service delivery evidenced through our Broad Measure of Customer Satisfaction (BMCS) scores and a reduction in guaranteed standard failures. You will work closely with individuals across several teams to coach for delivery of outstanding customer service and the implementation of compliant processes, whilst identifying process efficiencies and improved ways of working for the services we provide. You will be required to travel across where the teams are located, including attending site visits as part of the coaching process.
We are searching for people who can assess, identify and drive quality within our Regional teams through coaching, for a consistent excellent customer experience on every customer request. Whilst based at one of our sites in the North East, Yorkshire or North Lincolnshire, regular travel across the entire operational footprint area will be required to support our teams.
In addition to a salary range between £35,546 - £41,059 and fantastic career prospects, there is a great benefits package including:
- Company transport provision
- Enrolment into our Pension Scheme with a generous company contribution
- Annual leave of 25 days, increasing with service + bank holiday entitlement
Key Responsibilities
- Supporting those involved in the end-to-end journey initially for connections services, enabling them to provide the best service possible for each customer and drive an improvement in our BMCS scores
- Develop process efficiency and consistent ways of working
- Provide coaching to ensure compliance with processes
- Undertake assessments of individuals in line with the established Quality Framework, including observations, scoring and coaching conversations
- Helping colleagues involved in the processes develop their skills and knowledge.
- Undertake root cause analysis reviews where process or customer journey shortfalls arise and implement action on the back of this to avoid repeat occurrences
- Work closely with team managers for implementation of action plans and performance improvements
- Work with the Regional Customer Service Managers to act on customer feedback
- Deliver 1-1 and group training to address themes, trends and embed learning from process non-compliance or process improvements
- Drive improvements in all measures, relating initially to Connections, including time to quote, time to connect and guaranteed standard compliance
- Customer service – demonstrate what great customer service looks like and provide coaching for this to be applied across all roles involved in our end-to-end Connections services
- Effective communicator - able to adapt your communication style to your audience, in order to develop, influence and coach people for compliant ways of working
- Leadership – ability to identify areas of improvement on an individual and team level and create bespoke action plans to drive forward these improvements
- Team player – a strong team working ethic, who works well with others to deliver results and put the customer at the heart of what we do
- Strong organisational and time management skills – ability to prioritise, plan and direct your time to areas where most difference can be made
- Excellent relationship management, communication, team working and people management skills.
Qualifications & Experience
- A minimum of 2 A Levels (C or above) or NVQ Level 4 or HNC
- Good IT skills including use of Microsoft applications and other bespoke systems
- Full UK driving licence – Requirement to travel around the regional sites and customer sites.
Other beneficial attributes/experience
- Coaching / Continuous Improvement qualification / quality assurance experience
- A strong influencer with experience of embedding change management
- Understanding of the end-to-end connections processes and regulatory requirements.
In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed. Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re‑assignment, race, age or disability, in accordance with the Equality Act 2010.
Quality Assurance Officer in Dewsbury employer: Northern Powergrid
At Northern Powergrid, we are dedicated to powering everyday life for millions while fostering a supportive and innovative work environment. As a Quality Assurance Officer, you will benefit from a competitive salary, generous annual leave, and a robust pension scheme, all while contributing to a greener energy future. Our commitment to employee growth is reflected in our coaching culture and opportunities for professional development, making us an exceptional employer in the North East, Yorkshire, and Northern Lincolnshire.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Officer in Dewsbury
✨Get Involved with Industry Events
The energy and utilities sector is always buzzing with events, trade shows, and networking opportunities. We should hit up conferences and exhibitions like Energy UK or Utility Week Live—these are prime spots to mingle with industry professionals and even snag some insider info on job openings!
✨Join Energy-focused Online Communities
Let's tap into online platforms and forums like LinkedIn groups or Reddit communities specifically for energy and utilities. Not only can we showcase our knowledge, but we can also stay updated on company announcements or job leads from people already in the know.
✨Consider Industry Certifications
Pushing ahead with certifications like the NEBOSH National Certificate in Occupational Safety and Health (if you’re into safety) can give us a leg up in this competitive field. It not only builds our credibility but also shows employers that we’re serious about our career in energy and utilities.
✨Apply ThroughNorthern Powergrid's Website
Don’t forget to apply directly through Northern Powergrid's website for the full-time Quality Assurance Officer role. Many companies prioritise candidates who show initiative by going straight to the source. Make sure we tailor our application to highlight our passion for the energy sector!
We think you need these skills to ace Quality Assurance Officer in Dewsbury
Some tips for your application 🫡
Show Off Your Energy Knowledge:When crafting your CV and cover letter, make sure you highlight any knowledge or experience related to the energy-utilities sector. Whether it’s coursework, internships, or projects that showcase your understanding of energy management, sustainability, or regulatory frameworks, we want to see that passion and expertise shine through.
Quantify Your Achievements:In our field, numbers speak volumes! Don’t just tell us about your previous roles; quantify your achievements where possible. For instance, mention how you improved energy efficiency by a percentage or contributed to cost savings. This makes your application more compelling and shows us just how impactful you can be.
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Northern Powergrid. Tailor it to reflect how your values align with our mission in the energy sector. Share why you're excited about this specific role and how you envision contributing to our goals.
Demonstrate Your Team Spirit:Collaboration is key in the energy-utilities industry. In your application, emphasise any team projects or experiences where you worked effectively with others, especially on sustainability initiatives or technical projects. We're looking for someone who can mesh well with our team!
How to prepare for a job interview at Northern Powergrid
✨Show Your Passion for Renewable Energy
In the energy-utilities sector, it’s vital to demonstrate your enthusiasm for sustainable practices and innovations. Share experiences where you've worked on or studied renewable energy projects, whether that’s through coursework, past internships, or personal initiatives. Let us see how your passion aligns with the ethos of Northern Powergrid.
✨Brush Up on Industry Regulations
Being familiar with industry standards and regulations is crucial in energy-utilities interviews. Make sure to know the basics of relevant policies and frameworks, like the Energy Act or environmental legislation. This will not only show you’ve done your homework but will also prepare you for potential technical questions about compliance during your interview.
✨Highlight Teamwork and Project Management Skills
Most roles in the energy sector involve collaboration with diverse teams. Be ready to discuss examples where you’ve successfully worked in teams or led projects, especially those involving energy initiatives. This is particularly important for a full-time position, as employers want to see you bring a collaborative spirit to Northern Powergrid.
✨Prepare for Technical Assessments
Expect some technical questions or even practical assessments during your interview, especially about energy efficiency methodologies or basic engineering principles relevant to the role. It’s a good idea to brush up on key concepts and be prepared to explain them clearly, as this will demonstrate your technical proficiency and readiness to jump into your new role.
