Customer Experience Quality Specialist
4 days ago
About SSE Renewables Holding (UK) Ltd
We are a leading energy company in the UK and Ireland, committed to delivering sustainable solutions for our customers.
Job DescriptionThis is an exciting opportunity to join our team as a Customer Experience Quality Specialist. The successful candidate will play a critical role in ensuring that our customers receive exceptional service quality across all touchpoints.
About the RoleThe Customer Experience Quality Specialist will be responsible for monitoring and measuring customer transactional touchpoints, identifying areas for improvement, and implementing strategies to enhance overall service quality.
The key responsibilities of this role include:
- Conducting regular evaluations and assessments of customer interactions, service delivery, and operational processes
- Collaborating with internal teams to gather feedback and identify opportunities for enhancement
- Providing constructive feedback and coaching/mentoring to ensure consistent quality in service delivery performance
- Developing, delivering, and maintaining quality standards and guidelines, including conducting audits and governance measures
- Preparing regular reports highlighting quality metrics and performance trends for management
To be considered for this role, you should 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
We offer an excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing, and much more.
We are an equal opportunity employer committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment, and upon joining our team.
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