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Customer Quality Assurance Lead
1 week ago
This is a Permanent , Full Time vacancy that will close in 11 days at 23:59 BST .
The vacancy
Permanent
Full time (37 hours per week)
Are you passionate about customer quality assurance and seeking a new opportunity?
bpha have a fantastic new role available for an experienced Customer Quality Assurance Lead to work within our Customer Communications Centre in this key role you will ensure the delivery of high levels of customer satisfaction at all times, examining opportunities for continuous improvement. You'll be responsible for implementing changes where customer service delivery does not meet high levels of customer satisfaction to improve customer satisfaction results.
What you will be doing:
Carrying out quality checks and report findings within given timescales
Producing reports to aid discussions to drive continued performance improvement
Driving change and improvement in performance and quality
Identifying data gaps and process change requirements to improve the customer experience
Identifying training needs within the department, working with stakeholders to arrange delivery of training
We'd love to meet someone with:
Demonstrable numeracy and analytical skills gained in a business environment
Has a proactive approach towards the delivery of service
Ability to work using your own initiative
Excellent analytical skills, able to analyse large and small sets of data to draw suitable conclusions and/or spot trends
Ability to identify service improvements and implement change working in partnership with key stakeholders
Ability to use MS Word, Excel and Outlook in a business environment
Experience of social housing.
Amongst what we offer you is:
A competitive salary of £31,500.
28 days holiday PLUS Bank Holiday
Free life assurance
Access to an extensive suite of wellbeing services and tools including a digital gym
Opportunities for learning and development
Discounted gym membership
The successful candidate will need to complete a basic DBS application.
Closing date: 4th June 2024
Interviews will take place throughout the recruitment campaign so please apply asap
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
About us
bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.
We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.
We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.
All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.
We own or manage over 19,000 homes and employ 400 staff.
Our vision and values
To build communities where people can live happily in a home they can afford.
Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.
We are ambitious
We are better together
We show empathy
We take responsibility
We believe that benefits should be more than just perks. For us, they aren't simply little extras added on at the end, they're fundamental parts of what we stand for, from the very beginning. As standard.
That's why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
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