At a Glance
- Tasks: Coach and support teams to deliver exceptional customer experiences across the energy sector.
- Company: Join Northern Powergrid, a forward-thinking organisation powering millions with a greener energy system.
- Benefits: Enjoy a competitive salary, generous annual leave, pension scheme, and fantastic career prospects.
- Other info: Regular travel required; excellent opportunities for personal and professional growth.
- Why this job: Make a real impact by driving quality and enhancing customer interactions in a dynamic environment.
- Qualifications: A levels or NVQ Level 3, call assessment experience, and a background in quality assurance.
The predicted salary is between 30424 - 33323 £ 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.
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 £30,424 - £33,323 and fantastic career prospects, there is a great benefits package including:
- Enrolment into our Pension Scheme with a generous company contribution
- Annual leave of 25 days, increasing with service + bank holiday entitlement
Key Responsibilities
- Support new and existing colleagues in having great conversations with our customers;
- Facilitate quality framework and call taker systems sessions at multiple locations, for Academy inductions, new call overflow colleagues and call overflow refresher sessions;
- Monitor and score an appropriate sample of colleague conversations against the quality framework;
- Work closely with Team Leaders to facilitate and deliver feedback to colleagues, coaching and offer support;
- Identify trends in quality scores and respond proactively, providing management intelligence and insight, to support quality framework performance improvement;
- Work closely with colleagues to agree and facilitate targeted quality score improvement plans;
- Maintain an effective annual quality scoring sample and coaching plan, adopting a risk based approach;
- Be proactive in supporting Shared Service celebrate success, linked to the quality framework;
- Planning, scheduling and facilitating quality score calibration sessions;
- Reviewing and enhancing the quality framework where appropriate; and demonstrate flexibility, to be available to meet the needs of our business.
Coaching and developing others
- High effective communication skills, including listening and influencing
- Effective management of resources
- Creativity and problem solving
- Presentation and facilitation skills
- Excellent attention to detail
Essential Qualifications and Experience
- Minimum of 2 A levels or NVQ Level 3 or ONC in Business Management
- Call assessment experience (listening to calls, scoring/marking and delivering feedback)
- Contact Centre / Quality background
- Root cause analysis and insight generation
- Designing and improving Quality Assurance frameworks
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 Coach in Sunderland employer: Northern Powergrid
At Northern Powergrid, we are dedicated to powering everyday life for millions while fostering a supportive and inclusive work environment. As a Quality Coach, 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 evident through tailored coaching opportunities and a culture that celebrates success, 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 Coach in Sunderland
✨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 Coach 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 Coach in Sunderland
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.
