Quality and Customer Response Officer

7 months ago

Sheffield, United Kingdom First Customer Contact Full time

**Who are we?**

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across three franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operator (Hull & Lumo Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

**About the team**

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

**About the job**

**Your main responsibilities will be**:
Quality Assurance:

- Develop and implement quality assurance processes and procedures to ensure product/service quality meets or exceeds customer expectations.
- Conduct regular quality audits to identify areas of improvement for the customer and ensure compliance with the quality framework, stakeholder objectives and certification standards.
- Collaborate with cross-functional teams, external stakeholders and clients to address quality issues within customer complaint process and implement corrective actions.
- Monitor and analyse quality metrics to track performance and identify trends.

Knowledge Article/Template Writing:

- Research and gather information from various sources to create comprehensive knowledge articles and templates covering our products and customer services.
- Write clear, concise, and easy-to-understand knowledge articles and templates that address common questions, themes, issues, and procedures.
- Organise and categorise knowledge articles to facilitate easy access and navigation for colleagues supporting the objective to respond to the customer accurately and professionally, improving customer satisfaction.
- Regularly review and update existing knowledge articles to ensure accuracy and relevance.

Training and Documentation
- Assist in the development of training materials and documentation related to quality assurance processes and procedures.
- Conduct training sessions for internal teams to ensure understanding and adherence to quality standards.
- Create documentation to support internal processes and workflows, as needed.

Continuous Improvement
- Identify opportunities for process improvement and efficiency gains within the quality assurance function.
- Collaborate with key stakeholders to implement corrective action plans, monitoring impact on the customer whilst measuring effectiveness.
- Proactively seek feedback from customers to identify areas for improvement in knowledge articles, templates and other documentation.
- Ensure that the quality regime effectively links to training to ensure a customer centric culture of continuous improvement.
- Stay updated on industry best practices and emerging trends in quality assurance and knowledge management.

**As a minimum, you will need to have**:

- Rail industry knowledge
- Proven experience in writing letters, correspondence, or similar documents.
- Excellent writing skills with a keen eye for detail and accuracy.
- Strong research abilities and analytical thinking.
- Proficiency in grammar and punctuation.
- Familiarity with Microsoft Office suite and other relevant software tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Exceptional organisational and time-management skills.
- IQA Qualification or equvilant (optional)
- Experience of Quality Control, Quality Engineering and Quality Assurance techniques
- Passionate about customer satisfaction and aware of the tools and processes utilised in measuring business performance and delivery
- Commitment to upholding confidentiality and maintaining ethical standards.
- Excellent communication and interpersonal skills.
- I (optional)
- A self-starter who is results-driven with high levels of self-motivation, energy and initiative
- Proven ability to work under pressure to tight deadlines, without compromising quality of output
- Ability to thrive under pressure amidst changing business priorities
- Strong awareness of risk and the importance of controls and escalation

**About the location**

Sheffield city centre. Ten minutes' wal

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