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- Tasks: Ensure top-notch customer interactions by monitoring calls and providing feedback.
- Company: Join a diverse team at Luxion Group, committed to inclusivity and fairness.
- Benefits: Competitive salary, flexible working options, and a focus on work-life balance.
- Why this job: Make a real impact on customer service quality while developing your skills.
- Qualifications: Experience in customer-focused roles and strong communication skills.
- Other info: Opportunities for part-time hours and career growth in a supportive environment.
The predicted salary is between 22000 - 29000 £ per year.
Location: Chandlers Ford / Remote (Onsite weekly team days Monday & Wednesday)
Salary: £26,208 per annum
Hours: 40 hours per week, Monday – Friday
As a Call Quality and Compliance Officer, you will play a vital part in ensuring consistency in the quality of our customer interactions. By listening to recorded calls, monitoring live chat and WhatsApp conversations between Customer Care Agents and customers, you will observe and record compliance and service excellence, while providing insightful feedback to colleagues and the leadership team, to support their development and enhance continuous improvement.
A key part of the role is to lead on facilitating call levelling sessions both virtually & face to face, to maintain consistency in evaluations. You will be confident in challenging decisions, articulate in rationalising your views and have strong influencing and negotiation skills to gain consensus.
Your experience of working in a similar customer-focused environment will enable you to understand what good looks like, and your strong communication skills, both written and verbal, will enable you to hit the ground running.
Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self. We value work-life balance and aim to support our team wherever possible. If you’re looking for part-time hours or flexible working arrangements, we’re happy to discuss options. If you have the skills and experience we need, we’d love to hear from you.
Our core values are powerful, yet simple: Fairness, Smart and Sustainability!
Call Quality and Compliance Officer in Eastleigh employer: Utilita Energy
Contact Detail:
Utilita Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Quality and Compliance Officer in Eastleigh
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in, especially since they value diversity and inclusivity.
✨Tip Number 2
Practice your communication skills! As a Call Quality and Compliance Officer, you'll need to articulate your thoughts clearly. Try role-playing with a friend or family member to get comfortable with discussing compliance and service excellence.
✨Tip Number 3
Prepare for those call levelling sessions! Brush up on your influencing and negotiation skills. Think of examples from your past experiences where you successfully challenged decisions or provided constructive feedback.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at Luxion Group.
We think you need these skills to ace Call Quality and Compliance Officer in Eastleigh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Call Quality and Compliance Officer role. Highlight any relevant customer service experience and your ability to provide feedback and support development.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've ensured quality in customer interactions and how you’ve contributed to team success in the past.
Showcase Your Communication Skills: Since strong communication is key for this position, make sure your written application is clear, concise, and free of errors. This is your chance to demonstrate your attention to detail and professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Utilita Energy
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Call Quality and Compliance Officer. Familiarise yourself with the key tasks like monitoring calls and providing feedback. This will help you articulate how your experience aligns with the role.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you had to provide constructive feedback or handle compliance issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Communication Skills
Since strong communication is crucial for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your verbal skills and ensure you can express your ideas effectively.
✨Emphasise Your Commitment to Diversity and Inclusion
Given the company's focus on diversity and inclusion, be prepared to discuss how you can contribute to an inclusive culture. Share any relevant experiences that demonstrate your commitment to fairness and respect for all individuals.