Customer care quality manager

Posted on:

Job Details

Location: Swindon

Type: Permanent

Ref: e20012527a


What is the purpose of the role?

The purpose of this role is to ensure the quality of our customer experience delivered across all service providers meets Thames Water standards. You will provide objective and consistent insight from monitoring activities to identify key improvement opportunities. You will deliver effective feedback and coaching to drive a high performance culture.

What makes this role unique?

In this role you will act as a quality partner to our customer service teams and ensure quality of service for our customers is not compromised. You will have effective communication and influencing skills and will be able to sell improvement opportunities to stakeholders. It is a varied role with room for growth and freedom to suggest solutions and ideas to innovate. You will be challenging the norm and seeking improvement opportunities.

What will this role involve?

As customer care quality manager your role will involve:

Participate in the design of quality monitoring formats and standards.

Perform call monitoring, providing insight and trend data to stakeholders.

Use quality monitoring data management systems to compile and track performance at team and individual levels.

Monitor email/written/web based customer contacts.

Provide constructive feedback and coaching to motivate and drive positive improvement.

Participate in customer and client listening programs to identify customer needs and expectations.

Provide actionable data to stakeholders and support teams.

Coordinate and facilitate calibration sessions, focusing on what good looks like.

Provide insightful feedback to contact centre team leaders and managers.

Prepare and analyse internal and external quality reports for management teams.

Provide feedback and insight into quality monitoring and improvement trends.

Drive and develop intervention recommendations based on quality outcomes and work collaboratively with Training and Knowledge teams, contact centre colleagues, partners and the wider business.

Demonstrate a collaborative, inclusive and innovative working style to inspire excellence and encourage continuous improvement.

Coach team leaders and contact centre colleagues to improve the customer experience.

What are we looking for?

The successful candidate will be dedicated to providing exceptional customer service. You will be someone who is passionate about getting it right for our customers, listens and adapts to a changing environment. Previous call centre customer care experience, preferably in a quality management or customer care environment is beneficial.

You will have an understanding of the importance and purpose of an effective quality framework and programmes to drive individual and business performance and continuous improvement.

A high standard of accuracy and attention to detail, excellent oral, written and interpersonal communication, listening and analytical skills is required.

We are keen to see candidates with strong knowledge of customer care processes and techniques ideally with demonstrated ability to work well in a team environment.

You will be proficient to intermediate level with Microsoft Office applicants namely, Word, Excel and PowerPoint.

In this role the successful candidate will be flexible to travel between different Thames Water sites.

Thames Water information and salary details


This role is based at our offices in Swindon. We are offering a salary range of 22950.00 to 31050.00 depending on experience In this role the successful candidate will be flexible to travel between different Thames Water sites as well as some overseas travel when necessary. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, child care vouchers, season ticket loans and loyalty awards for continuous service plus many more.

About Thames Water

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 23/10/17.