At a Glance
- Tasks: Drive quality improvements and coach teams for outstanding customer service.
- Company: Join a leading company focused on enhancing customer service in the Northeast and Yorkshire.
- Benefits: Enjoy competitive salary, transport provision, and opportunities for personal growth.
- Other info: Regular travel across regions is essential; DBS check will be conducted.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a supportive environment.
- Qualifications: NVQ level 3 or 4; HNC or above, or 2 A levels at grade C or above required.
The predicted salary is between 29000 - 35000 £ per year.
Quality Assurance Officer
Location: Shiremoor / Sunderland / Middlesbrough
Directorate: Customer Service
Reference: R7245
An exciting opportunity is available for enthusiastic Quality Assurance Officers working initially to enhance and support our Connections processes and colleagues across our Northeast and Yorkshire licence areas. There will be also be opportunity to extend into other customer service workstreams helping to build and embed a high-quality customer service culture.
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 a number of 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. These are great learning opportunities.
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 (for example a connection request for a new or amended electricity supply). Whilst based at one of our sites in the North East, travel across the entire operational footprint area will be required at times to support our teams.
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 to get it right first time for every customer.
- Undertake root cause analysis reviews where process or customer journey shortfalls arise and implement action on the back of this to avoid repeat occurrences.
- Develop individual specific action plans where process performance and customer service can be improved.
- 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.
Key Competencies:
- 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.
- Good IT skills including use of Microsoft applications and other bespoke systems.
- Full UK driving licence – requirement to travel around the Regional Teams and to customer sites.
Qualifications & Experience:
Essential qualifications
- NVQ level 3 or 4; HNC or above OR
- A minimum of 2 ‘A’ levels, grade C or above
Other beneficial attributes/experience:
- Coaching / Continuous Improvement qualification / experience.
- A strong influencer with experience of embedding change management.
- Experience of supporting colleagues working in a regulated environment.
- Understanding of the end-to-end connections processes and regulatory requirements.
Grade: P&A L3 pp 11-13
Salary: Starting at £34,344 with the scope to rise to £39,671 with experience
Transport provision will be provided by either car allowance or access to the car ownership scheme
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 Leeds employer: Northern Powergrid
Join a dynamic team as a Quality Assurance Officer, where your contributions will directly enhance customer service across the Northeast and Yorkshire regions. We pride ourselves on fostering a collaborative work culture that prioritises employee development through coaching and training opportunities, ensuring you can grow your skills while making a meaningful impact on our service delivery. With competitive salaries and a commitment to quality improvement, this role offers a rewarding career path in a supportive environment dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Officer in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern Powergrid. 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 Northern Powergrid 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 Quality Assurance Officer in Leeds
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 Northern Powergrid:Your cover letter is your chance to shine! Tell us why you want to work at Northern Powergrid 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 Northern Powergrid!
How to prepare for a job interview at Northern Powergrid
✨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.
