Quality Experience Specialist

7 months ago

Belfast, United Kingdom SSE Full time

**About the Role**

**Base Location**: Belfast or Dublin

**Salary**: £23,800 - £35,800 (NI) or €37,700 - €56,500 (ROI) + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**: Permanent | Full Time | Flexible First options available

**What is the Role?**

The Quality Experience Specialist is an important role within the wider Customer Experience function, supporting our internal Operations teams with the facilitation and delivery of customer first outcomes. You will monitor, measure and share key insights relating to customer transactional touchpoints, in turn playing a critical role in the optimisation of our operational processes, identifying enhancement opportunities and implementing strategies to improve overall service quality. In this role you will:

- Conduct regular evaluation and assessment of customer interactions, service delivery, and operational processes, evaluating performance against various Quality KPIs
- Collaborate with internal teams, gather feedback and perform trend analysis to pinpoint opportunities for future enhancement
- Provide constructive feedback and deliver ongoing coaching / mentoring to ensure consistent quality in service delivery performance
- Develop, deliver and maintain quality standards and guidelines, carrying out various audits and governance measures
- Prepare regular, relevant and accurate reports, highlighting quality metrics and performance trends for management
- Keep up to date with industry best practices, regulatory changes and internal company policies, positioning us to best support our people

**What do I need?**

To be considered for this role, we would love you to have:

- Quality experience or assurance knowledge
- Excellent knowledge of business processes and customer experience principles
- Knowledge and / or experience with business analysis and research
- Training, coaching and / or mentoring experience with knowledge of process improvement methodologies
- Strong communication skills, with an ability to influence others through compelling storytelling

**About our Business**

SSE is a multinational energy company listed on the FTSE 100, with a vision “**to be a leading energy company in a net zero world**”. We’re investing £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. Energy Customer Solutions is made up of 2 external brands; we operate under the brands **SSE Airtricity (Ireland) & SSE Energy Solutions (GB).**

SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

**Help us power change.**

**What’s in it for you?**

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.

**Next Steps**

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process.

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