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- Tasks: Drive quality improvements and coach teams for outstanding customer service.
- Company: Join Northern Powergrid, a leader in electric power distribution.
- Benefits: Enjoy a full-time role with opportunities for travel and skill development.
- Why this job: Make a real impact on customer satisfaction while working in a supportive team environment.
- Qualifications: NVQ level 3 or 4; HNC or above, or 2 A levels at grade C or above.
- Other info: Must be willing to undergo a basic DBS check.
The predicted salary is between 28800 - 43200 £ per year.
This range is provided by Northern Powergrid. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Northern Powergrid
Field Operations Recruitment Business Partner at Northern Powergrid
An exciting opportunity has arisen 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 priority customer service related 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.
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, Yorkshire or North Lincolnshire, regular travel across the entire operational footprint area will be required 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
•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:
•NVQ level 3 or 4; HNC or above OR
•A minimum of 2 ‘A’ levels, grade C or above
Other beneficial attributes/experience:
•A strong influencer with experience of embedding change management
•Understanding of the end-to-end connections processes and regulatory requirements.
Closing date for applications: 22 July
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.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Quality Assurance, Training, and Customer Service
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Industries
Utilities, Electric Power Transmission, Control, and Distribution, and Electric Power Generation
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Quality Assurance Officer employer: Northern Powergrid
Contact Detail:
Northern Powergrid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer
✨Tip Number 1
Familiarise yourself with the end-to-end connections processes and regulatory requirements in the utilities sector. Understanding these will not only help you during interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former Quality Assurance Officers in the industry. They can provide valuable insights into the role and may even refer you, increasing your chances of landing an interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven quality improvements in previous roles. Highlighting your experience in coaching and developing others will resonate well with the hiring team.
✨Tip Number 4
Showcase your communication and leadership skills during any interactions with the company. Being able to adapt your communication style to different audiences is crucial for this role, so practice articulating your thoughts clearly.
We think you need these skills to ace Quality Assurance Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and customer service. Use specific examples that demonstrate your ability to drive quality improvements and coach others.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and explain how your skills align with the responsibilities outlined in the job description. Mention your understanding of the connections processes and your approach to enhancing customer service.
Highlight Relevant Qualifications: Clearly state your qualifications, such as NVQ level 3 or 4, or A-levels. If you have experience in change management or knowledge of regulatory requirements, be sure to include this as it will strengthen your application.
Prepare for the DBS Check: Since the role requires a basic Disclosure and Barring Service (DBS) check, confirm your willingness for this check in your application. This shows your transparency and readiness for the responsibilities of the position.
How to prepare for a job interview at Northern Powergrid
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality Assurance Officer. Familiarise yourself with the key tasks such as driving quality improvements, coaching for compliance, and developing process efficiencies. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Coaching Skills
Since the role involves coaching others, be prepared to discuss your experience in mentoring or training colleagues. Share specific examples where you've successfully improved team performance or customer service through your coaching efforts.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer service challenges. Think of examples from your past experiences where you identified issues, implemented solutions, and achieved positive outcomes.
✨Demonstrate Strong Communication Skills
Effective communication is crucial for this role. Be ready to showcase how you adapt your communication style to different audiences. You might want to prepare a few anecdotes that highlight your ability to influence and engage with various stakeholders.
