At a Glance
- Tasks: Analyse performance data, coach teams, and ensure top-notch customer service.
- Company: Join SGN, a leader in innovative energy solutions and a great place to work.
- Benefits: Competitive salary, hybrid work, enhanced family leave, and wellness support.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact on customer experiences while developing your skills.
- Qualifications: Experience in customer service operations and data analysis is preferred.
The predicted salary is between 29900 - 35900 £ per year.
Great customer service doesn't happen by accident. It takes the right people, the right insight, and the confidence to keep improving every single day. That's where you come in. As our Quality & Performance Analyst, you'll help make sure our Customer Service Centre delivers brilliant experiences for every customer, every time. You'll spot patterns others miss, turn data into action, coach colleagues to be even better, and help ensure we're always delivering safe, compliant and genuinely great service.
No two days are quite the same. One morning you could be looking at forecasting and resource plans, the next you're helping a Team Manager understand performance trends or carrying out quality reviews that make a real difference to how we support customers. If you enjoy solving problems, asking 'why?', and helping teams perform at their best, we'd love to hear from you.
We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…
- Planning ahead – supporting resource planning and forecasting so we have the right people in the right place when our customers need us.
- Keeping an eye on live performance – monitoring customer demand and helping the operation respond in real time.
- Championing quality – reviewing customer interactions, verifying complaints and giving meaningful feedback that helps our teams grow.
- Turning data into insight – producing performance reporting that helps Team Managers understand what's working, what isn't, and where we can improve.
- Pitching in when it matters – supporting the wider Customer Service Centre, including frontline customer support and light supervisory duties when needed.
What you will need:
- Understand how customer service operations work and what great service looks like.
- Have experience with workforce planning, forecasting or real-time performance management.
- Can analyse performance data and turn it into practical recommendations.
- Enjoy coaching and giving constructive feedback that helps others succeed.
- Understand the importance of quality, compliance and doing the right thing for customers.
- Communicate clearly and confidently with people at all levels.
- Have a great eye for detail and enjoy getting things right.
- Have experience with workforce management or contact centre systems (a bonus, not a deal-breaker).
Not sure you meet every requirement? Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.
Why SGN? SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.
If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
Contact Centre Quality Performance Analyst in Glasgow employer: SGN Your gas. Our network.
At SGN, we pride ourselves on being an award-winning employer that champions inclusivity and employee growth. Our Glasgow-based team enjoys a supportive work culture with hybrid working options, comprehensive benefits including enhanced family leave and a joint-contribution pension, and opportunities to make a real impact in the gas industry as we lead the way towards a net-zero energy system. Join us to be part of a mission-driven organisation where your contributions truly matter.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Quality Performance Analyst in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SGN Your gas. Our network.. 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 SGN Your gas. Our network. 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 Contact Centre Quality Performance Analyst in Glasgow
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 SGN Your gas. Our network.:Your cover letter is your chance to shine! Tell us why you want to work at SGN Your gas. Our network. 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 SGN Your gas. Our network.!
How to prepare for a job interview at SGN Your gas. Our network.
✨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.
