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Training and Quality Lead
2 months ago
Job Title: Training and Quality Lead
Reports to: Head of Customer Experience
Location: Head Office
Job Type: Full Time
About the Role:
We are seeking a highly skilled and experienced Training and Quality Lead to join our team at LightSpeed Broadband. As a key member of our Customer Experience team, you will be responsible for managing the Customer Care teams, ensuring that all residential and business customers receive exceptional support throughout their onboarding journey and ongoing In Life experiences.
Key Responsibilities:
- Manage all HR processes for the team, including performance management, sickness, and welfare.
- Undertake structured quality checks to ensure regulation compliance and manage potential performance issues.
- Work collaboratively with other Team Leaders and Management to identify opportunities to enhance internal processes, performance, and organisational efficiency.
- Ensure compliance to LightSpeed brand values and tone-of-voice.
- Collate and maintain data required to report effectively on output and performance; Knowledge of managing CRM (Salesforce) systems.
What We Offer:
- Competitive Holiday Allowance + Bank Holidays
- Medical Health Insurance
- Pension
- Bonus Scheme
- Social Events
- EAP System
- Opportunities for Growth & Development
- Cycle to Work Scheme
- Flexible Working
- Employee Discounts
- Gym Membership
- Birthday Day Off
Requirements:
- Knowledge of managing CRM (Salesforce) systems
- Ability to work collaboratively with other Team Leaders and Management
- Strong communication and interpersonal skills
- Ability to manage multiple priorities and deadlines
- Knowledge of regulation compliance and quality assurance