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- Tasks: Lead quality assurance and training programs to enhance customer service excellence.
- Company: Join South West Water, a leader in providing high-quality water services with a commitment to sustainability.
- Benefits: Enjoy generous holidays, a competitive pension, wellbeing support, and various discounts.
- Why this job: Be part of a diverse team that values fresh ideas and drives positive change for the community.
- Qualifications: Experience in QA and training within customer operations is essential; strong leadership and analytical skills required.
- Other info: This role offers ongoing development opportunities and a culture of inclusion and belonging.
The predicted salary is between 42900 - 48500 £ per year.
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Join to apply for the Training and Quality Manager role at South West Water
This range is provided by South West Water. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
At South West Water we believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for a Training and Quality Manager to join our team. Joining us on a full-time permanent basis, you will receive a competitive salary of £49,900 – £55,500 per annum plus excellent benefits.
As Quality and Training Manager, you will be responsible for delivering high-impact quality assurance and training programs across our Customer Service function. You will help define and embed quality standards, upskill our people and support the Customer Strategy and Experience team to enhance operational performance and customer satisfaction.
What you’ll be doing:
- Develop and implement a comprehensive QA strategy aligned with business goals and compliance standards
- Set and uphold quality standards across the contact centre, ensuring regulatory and audit compliance
- Design and implement training programs that enhance employee capability and elevate customer experience
- Analyse performance data and customer feedback to drive continuous improvement in quality and training
- Lead and develop a high-performing team of QA and training professionals, influencing a culture of coaching and accountability
- Conduct regular audits and feedback sessions to identify trends, mitigate risks, and implement improvements
- Collaborate with senior leaders to ensure training and quality initiatives align with evolving business priorities
- Identify and implement innovative digital tools and technologies to enhance the training and quality assurance experience
- Reporting on key quality and training metrics, providing insights and recommendations to senior leadership
What we are looking for:
- Proven experience in leading QA and training functions within a contact centre or customer operations environment
- Deep knowledge of regulatory compliance, audit frameworks and quality standards
- Strong track record in designing and delivering training that drives measurable performance improvements
- Analytical mindset with the ability to interpret data and translate insights into actionable improvements
- Demonstrated leadership in building and developing high-performing, customer-focused teams
- Excellent communication and stakeholder management skills, with the ability to influence at all levels
- Experience with digital learning platforms, QA tools and emerging technologies/methodologies that support scalable training and quality solutions
- Strategic thinker with the ability to align quality and training initiatives to broader business goals and customer outcomes
What\’s in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
Closing Date: 08th August 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.
Be You – We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future – Embrace change. Drive Progress. Own the challenge.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Quality Assurance
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Industries
Utilities
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Training and Quality Manager employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training and Quality Manager
✨Tip Number 1
Familiarise yourself with South West Water's mission and values. Understanding their commitment to sustainability and community engagement will help you align your responses during interviews, showcasing how your experience and values resonate with theirs.
✨Tip Number 2
Highlight your experience in developing training programmes and quality assurance strategies. Be prepared to discuss specific examples of how you've successfully implemented these in previous roles, as this will demonstrate your capability to meet their expectations.
✨Tip Number 3
Network with current or former employees of South West Water on platforms like LinkedIn. Gaining insights into the company culture and the specifics of the Training and Quality Manager role can give you an edge in your application and interviews.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to drive improvements in training and quality assurance. Being able to articulate your thought process and results will show that you can contribute to their goals effectively.
We think you need these skills to ace Training and Quality Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and training, particularly within customer service or contact centre environments. Use specific examples that demonstrate your ability to lead teams and implement effective training programmes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for quality assurance and training. Mention how your skills align with South West Water's goals, especially their commitment to customer satisfaction and operational performance. Be sure to include any innovative approaches you've taken in previous roles.
Highlight Relevant Achievements: When detailing your experience, focus on measurable achievements. For instance, discuss how your training initiatives led to improved performance metrics or enhanced customer feedback scores. This will showcase your impact in previous roles.
Showcase Leadership Skills: Since the role involves leading a team, emphasise your leadership experience. Provide examples of how you've developed high-performing teams and fostered a culture of accountability and coaching. This will demonstrate your capability to manage and inspire others.
How to prepare for a job interview at South West Water
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Training and Quality Manager. Familiarise yourself with quality assurance strategies, training programme design, and how these align with customer service goals.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your experience in leading teams and driving performance improvements. Highlight how you've influenced a culture of coaching and accountability in previous roles.
✨Be Data-Driven
Since the role involves analysing performance data, be ready to discuss how you've used data to drive improvements in quality and training. Bring specific examples of metrics you've reported on and the insights gained from them.
✨Align with Company Values
Familiarise yourself with South West Water's core values: Be Rock Solid, Be You, and Be the Future. Prepare to discuss how your personal values align with theirs and how you can contribute to their culture of inclusion and innovation.
