Customer Services Training and Quality Manager
1 month ago
Location: Hybrid Home-working and Central London, UK
Fix term Contract 9 to 12 months
Salary: £38,000 to £42,000
About the Company
A privately owned, entrepreneurial company based in Central London is seeking an exceptional individual to join their team. Established in 1999, this company has been an internet pioneer, operating a vibrant marketplace for community-based local services in the UK and international markets. Their core brand offers a global classified ads platform enabling users to buy and sell a range of items/services such as properties, cars, events, dating, and much more, all in their local area through a simple and sociable shopping experience. Operating in 16 markets worldwide and generating 15 million users a month, they have ambitious plans for further growth.
About the role:
They are looking for an exceptional Training and Quality Manager to support the growth and development of their International Customer Service Team for a maternity cover period of 9-12 months. This role focuses on the Customer Service department and processes, with potential involvement in cross-departmental training to ensure all customer contacts align with their values and brand promise: delivering the best customer experience.
Responsibilities:
- Manage and update knowledge management systems in line with quality standards, protocols, product, and process changes.
- Document and provide guidance on new and existing processes and standards within the Customer Service department.
- Create and deliver training materials for all global markets, ensuring materials are recorded and accessible.
- Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
- Collaborate across departments for projects and training initiatives.
- Execute the Quality Framework alongside the Quality Coach, ensuring quality results meet expectations.
- Lead, support, guide, and develop the Quality Coach reporting to you.
- Execute quality assurance plans with the Quality Coach, including identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
- Conduct regular ticket reviews to identify knowledge gaps and recommend appropriate retraining.
- Produce interactive, engaging, and consistent training programs tailored to different markets and learners.
- Ensure the team is informed of any product developments, business campaigns, and process updates, and understand their impact on work.
- Assess the impact of training programs and continuously improve content delivery, maintaining and updating training records.
- Offer regular quality and learning feedback to Team Leaders, supervisors, and agents.
- Support the collection, analysis, and summary of information and trends for quality evaluation and coaching, presenting findings with improvement suggestions.
- Passionate about Quality and Customer Service.
- Comfortable with adult content.
- Able to strategize and get involved.
- Confident in their beliefs and expertise, influencing others positively and driving improved performance.
- A self-starter with strong prioritization, management, and organizational skills.
- Data-driven decision-maker, considering both business and customer benefits.
- Thrives in a fast-paced work environment.
- Collaborative and able to delegate to achieve goals.
- Results-driven, yet light-hearted and fun.
- Positive outlook in every situation.
- Enthusiastic team player with a strong sense of ownership.
- Empathetic and patient, passionate about helping others succeed.
- Demonstrable experience in a similar role, ideally in a digital business.
- Previous experience delivering training or coaching, from junior team to Train the Trainer programs.
- Fluent in English. Additional fluency in French, Portuguese, Italian, or Spanish is helpful but not essential.
- Excellent literacy and communication skills.
- Strong planning and organisational abilities.
- Experience developing people and leading a team.
- Effective interpersonal and presentation skills.
- Creative approach to training and a desire to make learning interactive.
- Experience with Microsoft Office or the Google suite is advantageous.
- Experience with learning management systems setup and usage is advantageous.
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