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- Tasks: Lead quality assurance initiatives to enhance customer service and drive continuous improvement.
- Company: Join Northern Powergrid, a leader in powering everyday life for millions.
- Benefits: Enjoy a competitive salary, performance bonuses, and generous holiday allowances.
- Other info: Great opportunities for career growth and a dynamic work environment.
- Why this job: Make a real impact on customer experience while leading a dedicated team.
- Qualifications: Experience in quality assurance and team leadership is essential.
The predicted salary is between 36000 - 60000 £ per year.
Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career! An exciting opportunity is available for a Quality Assurance Manager to join the Customer Service team. The Quality Assurance Manager plays a pivotal role in enhancing the quality of Northern Powergrid's service offering by implementing robust quality assurance frameworks and routines. This individual will lead the delivery and ongoing maintenance of quality standards, fostering a culture of accountability and continuous improvement.
The role is responsible for driving customer excellence, recognising achievements, and ensuring consistent, high-quality outcomes. The position includes leading a dedicated team committed to achieving and sustaining a 10/10 standard across the business.
Along with a competitive salary of £45,000 DOE, we also offer great benefits such as:
- Up to 15% Performance Bonus
- 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
- Transport provision will be provided by either car allowance or access to the car ownership scheme
- Excellent opportunities for career growth
- Enrolment into our pension scheme
- Onsite parking
Key Responsibilities:
- Deliver quality assurance and accountability reviews for key processes that influence the customer experience.
- Champion quality assurance and strong accountability across the business ensuring there is appropriate oversight of key activities that can influence the customer experience.
- Continually consider enhancements to our quality assurance routines, adapting to business requirements and recommending where additional focus is required to enable us to consistently meet 10/10 standards.
- Embrace and support new technology which could support in the enhancements of quality routines.
- Identify risks to customer experience and service quality early. Work with key stakeholders on improvement areas with the support of the Customer Service Improvement Managers.
- Perform quantitative and qualitative analysis to inform actions, using a range of data sources to underpin recommendations. Raise recommendations for improvement to service offerings and work with leaders to make sure these opportunities are captured and planned for improvement.
Key Competencies:
- Ability to lead and motivate a team across multiple locations.
- Ability to analyse information (quantitative and qualitative) and to recommend improvement propositions.
- Ability to work on concurrent tasks whilst meeting agreed deadlines.
- Be proficient in Microsoft Office – PowerPoint, Word, Excel, Visio.
- Ability to take initiative and adapt quickly to changing demands and priorities.
Qualifications & Experience
Essential Qualifications & Experience:
- Evidence of successfully delivering quality assurance frameworks.
- Experience working in either a customer focussed or utilities function, completing similar responsibilities.
- Experience leading a team.
- Experience in successfully influencing senior level stakeholders.
- Driver's license.
Desirable Qualifications & Experience:
- Evidence of successfully delivering and driving accountability within teams.
- Relevant University Degree.
- Experience of implementing AI to support quality routines.
- Quality assurance in a fast-paced customer service environment.
- The ability to think critically and openly whilst being able to display complex information simply.
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 Manager in Sunderland employer: Northern Powergrid
Contact Detail:
Northern Powergrid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Manager in Sunderland
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their quality assurance processes and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to leadership and quality assurance. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Quality Assurance Manager in Sunderland
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in quality assurance and customer service. We want to see how your skills align with the role of Quality Assurance Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Quality Assurance Manager, you'll be leading a team, so it's crucial to demonstrate your leadership abilities. Share examples of how you've motivated teams in the past and any successful projects you've led that improved quality standards.
Be Data-Driven: Since the role involves analysing both quantitative and qualitative data, make sure to mention any experience you have with data analysis. Highlight specific tools or methods you've used to inform decisions and drive improvements in customer experience.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Northern Powergrid
✨Know Your Quality Assurance Frameworks
Make sure you brush up on the quality assurance frameworks you've worked with in the past. Be ready to discuss how you've successfully implemented these frameworks and the impact they had on customer experience. This will show your potential employer that you understand the core of the role.
✨Showcase Your Leadership Skills
As a Quality Assurance Manager, you'll be leading a team. Prepare examples of how you've motivated and guided teams in previous roles. Think about specific challenges you faced and how you overcame them to achieve high-quality outcomes.
✨Be Data Savvy
Since the role involves quantitative and qualitative analysis, come prepared with examples of how you've used data to drive improvements. Familiarise yourself with common metrics in customer service and be ready to discuss how you've leveraged data to enhance service quality.
✨Embrace Change and Technology
The job description mentions embracing new technology. Be ready to talk about any experience you have with AI or other tech tools that support quality assurance. Highlight your adaptability and willingness to learn, as this is crucial for continuous improvement.