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- Tasks: Lead a team to enhance customer experience through quality and compliance.
- Company: Utilita, a company dedicated to service excellence and customer care.
- Benefits: Competitive salary, bonus scheme, 25 days leave, and career development opportunities.
- Why this job: Make a real impact on customer service standards and lead a passionate team.
- Qualifications: Experience in quality assurance, leadership skills, and knowledge of compliance regulations.
- Other info: Flexible working with remote options and a culture of continuous improvement.
The predicted salary is between 34720 - 38200 £ per year.
Location: Chandlers Ford / Remote (Monday’s & Wednesdays on-site)
Salary: £34,720 per annum, plus a discretionary bonus of up to 10%
Hours: Monday – Friday 40 hours per week
Join Utilita and lead the charge in elevating customer experience through quality and compliance leadership!
Lead with purpose—become our next Quality and Compliance Team Leader and drive service excellence from the inside out. This is an excellent opportunity to lead a team committed to upholding the highest standards of quality, compliance, and customer care in every interaction, through telephony, live chat and more.
What You’ll Be Doing:
As a Quality and Compliance Team Leader, you will be responsible for leading a team to monitor, evaluate, and enhance call performance across our UK & offshore contact centres. You will ensure all interactions comply with internal policies, industry regulations, and customer service standards, while coaching and developing your team to deliver consistent, high-quality feedback and support. Working closely with the Quality and Compliance Manager and internal stakeholders you will identify trends, risks, and opportunities for improvement, all while fostering a culture of accountability, excellence, and continuous improvement.
Who We’re Looking For:
- Previous experience in a quality assurance or compliance role within a contact centre environment is advantageous.
- Ability to lead, inspire, and develop a high-performing team through effective guidance and support.
- Excellent understanding of regulatory requirements and customer service best practices.
- A key escalation point for our Customer Service Team Leaders, ensuring availability to facilitate dispute resolution discussions.
- A proactive, solutions-focused approach and a passion for delivering exceptional customer first service.
- Proficiency in Microsoft Office packages, with strong capabilities across Word, Excel, and Outlook.
The Important Things!
Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities. Recharge with 25 days’ leave, plus...
Contact Centre Compliance Team Leader in London employer: Utilita Energy Ltd
Contact Detail:
Utilita Energy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Compliance Team Leader in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a role like the Contact Centre Compliance Team Leader. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to quality and compliance. Think about how you can showcase your leadership skills and experience in a contact centre environment. We want you to shine!
✨Tip Number 3
Don’t forget to research Utilita! Understanding their values and culture will help you tailor your responses during interviews. Show them that you’re not just looking for any job, but that you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Utilita and ready to lead the charge in elevating customer experience.
We think you need these skills to ace Contact Centre Compliance Team Leader in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality and Compliance Team Leader role. Highlight your experience in quality assurance and compliance, and don’t forget to showcase any leadership roles you've had. We want to see how you can inspire and develop a team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and compliance. Share specific examples of how you've improved processes or led teams in the past. We love a good story that shows your impact!
Showcase Your Skills: Don’t just list your skills—demonstrate them! If you’ve got experience with Microsoft Office or have a knack for identifying trends and risks, make sure to include that in your application. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy and ensures your application goes straight to us. Plus, you’ll get to see all the other amazing opportunities we have at Utilita!
How to prepare for a job interview at Utilita Energy Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of quality assurance and compliance within a contact centre. Familiarise yourself with industry regulations and customer service best practices, as these will likely come up during the interview.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your ability to lead and inspire a team. Think about times when you've successfully coached team members or resolved conflicts, as this will highlight your capability to manage and develop a high-performing team.
✨Be Solutions-Focused
Utilita is looking for someone proactive and solutions-oriented. Be ready to discuss how you've identified trends or risks in previous roles and what steps you took to improve processes or outcomes. This shows you're not just about maintaining standards but also about driving continuous improvement.
✨Practice Your Communication Skills
As a Quality and Compliance Team Leader, effective communication is key. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and ideas.
