Quality Advisor

**(This vacancy is only open to existing SEW employees which includes current contractors)**

**Can you inspire other people?**

**Are you a positive and engaging communicator? Do you have attention to detail?**

**I**
**f so, this is your opportunity to take your career with South East Water to the next level **

***

You’ll join in this crucial role to help create and deliver our quality assurance activities for colleagues across the Customer Services. You’ll be evaluating contacts for customer service, providing one-to-one feedback and delivering coaching.

You’ll provide consistent feedback and will help to create personalised plans to improve performance when needed. You have excellent interpersonal skills to build relationships within the team and across the wider business. You’ll keep the management team regularly updated on staff development. As someone who likes to solve problems, you’ll make recommendations and share ideas on training to support the development of others.

So, this is an excellent opportunity to use your attention to detail, performance focused and positive approach to contribute to the success of our Customer Services team.

**You’ll grow a career with a meaningful purpose. Be you, belong and be valued.**
- Come to work to be safe, valued, and trusted.
- We’ll encourage you to create and pursue new opportunities for personal growth.
- A place to be the real you, build deeper connections and enjoy a sense of belonging.
- Be invested in helping us to create a sustainable water supply for now, and in the future.

**What will you mainly be responsible for delivering?**
- To complete Quality Assessments for customer service centre staff, providing consistent feedback for all assessments and creating personalised improvement action plans where appropriate.
- To develop existing staff through coaching, feedback and assessments.
- Build relationships internally within the team and across the wider business areas by keeping Assistant Managers and Team Managers regularly updated with their staff's development.
- Provide suggestions for enhancements to training packages/delivery to assist with development.
- To assist with the ongoing development of the Quality Monitoring programme in line with C-MeX, 10/10 initiatives and Genesys roll out and integration.
- Assist in the review of existing processes used in the Customer Service Centre, to identify and implement improvements to efficiency ensure we resolve customer problems first time.
- To monitor compliance with existing processes used in the Customer Service Centre.
- Utilise C-MeX methodology and available MI mechanisms to ensure that there is continuous innovation and create improvements in the effectiveness of our contact handling.
- To ensure that all work carried out complies with the regulatory and industry standards.

**What do you bring to the role?**
- A skilled coach with a proven track-record of delivering feedback for improvement, ideally with quality experience.
- Positive communicator with colleagues and customers.
- Flexibility to work 37 hours per week Monday-Friday around the needs of the team.
- Confident using Microsoft office tools (Word, Excel)
- Excellent verbal and written and presentation communication skills

**What can you expect from us?**
- Excellent stakeholder pension scheme, up to 10% employer contribution
- 5 weeks holiday entitlement, rising to 6 weeks with length of service
- Health Cash Plan
- Life assurance
- Wellbeing related benefits

**What you can expect from Recruitment**
- Please upload a CV via our careers website.