Customer care quality manager

Posted on:

Job Details

Location: Swindon

Type: Permanent

Ref: e20012387


What is the purpose of the role?

The purpose of the role is to ensure that the quality of work we deliver meets the standards of customer experience expected by Thames Water. 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 right first time culture.

What makes this role unique?

In this role, you will act as a quality partner to the Customer Relations team and ensure quality is not compromised. You will have effective communication and influencing skills and would be able to sell improvement opportunities to stakeholders. The ideal candidate would have good general knowledge of processes and policies. It is a varied role with room for growth and freedom to suggest solutions and ideas to make improvements on the existing processes. You will be challenging the norm and seeking improvement opportunities.

What will this role involve?

Monitor the quality of customer interactions - including telephone calls and letters, as well as checking whether the agent did the right thing for the customer.

Provide meaningful and supportive feedback to agents, checking on progress from previous feedback sessions.

Provide trend data to the management team.

Use the quality monitoring data management system to compile and track performance at team and individual level.

Coordinate and facilitate call calibration sessions.

Prepare and analyse internal and external quality reports for management staff review.

Provide feedback to team leaders and managers.

Provide feedback and insights into high risk trends.

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

Provide actionable data to various internal support groups as needed.

Provide intervention recommendations based on quality outcomes and links with training and knowledge.


What are we looking for?

The successful candidate will have previous experience in customer complaints, customer care experience, preferably in a quality or customer care environment. They will possess excellent oral, written and interpersonal communication skills and exceptional listening and analytical skills. You will have an intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, and PowerPoint). Strong knowledge of customer care processes and techniques is a must, as well as demonstrated ability to work well in a team environment and dedication to providing exceptional customer service.

Thames Water information and salary details

This role is based at our offices in Swindon, Wiltshire. We are offering a salary up to 30,000 depending on experience. We have a range of benefits including 26 days holiday, an excellent contributory pension scheme, childcare vouchers, and season ticket loans and paid volunteering days.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

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

Closing Date: The closing date for applications is 25th October 2017