Quality Assurance Officer

Quality Assurance Officer

Location: Shiremoor / Sunderland / Middlesbrough

Directorate: Customer Service

Reference: R7245

An exciting opportunity is available for enthusiastic
Quality Assurance Officers
working initially to enhance and support our Connections processes and colleagues across our Northeast and Yorkshire licence areas. There will be also be opportunity to extend into other customer service workstreams helping to build and embed a high-quality customer service culture.

You will be responsible for driving quality improvements consistently across our Regional teams, resulting in improved service delivery evidenced through our Broad Measure of Customer Satisfaction (BMCS) scores and a reduction in guaranteed standard failures. You will work closely with individuals across a number of teams to coach for delivery of outstanding customer service and the implementation of compliant processes, whilst identifying process efficiencies and improved ways of working for the services we provide. You will be required to travel across where the teams are located, including attending site visits as part of the coaching process. These are great learning opportunities.

We are searching for people who can assess, identify and drive quality within our Regional teams through coaching, for a consistent excellent customer experience on every customer request (for example a connection request for a new or amended electricity supply). Whilst based at one of our sites in the North East, travel across the entire operational footprint area will be required at times to support our teams.

Key Responsibilities:

• Supporting those involved in the end-to-end journey initially for connections services, enabling them to provide the best service possible for each customer and drive an improvement in our BMCS scores.
• Develop process efficiency and consistent ways of working.
• Provide coaching to ensure compliance with processes.
• Undertake assessments of individuals in line with the established Quality Framework, including observations, scoring and coaching conversations.
• Helping colleagues involved in the processes develop their skills and knowledge to get it right first time for every customer.
• Undertake root cause analysis reviews where process or customer journey shortfalls arise and implement action on the back of this to avoid repeat occurrences.
• Develop individual specific action plans where process performance and customer service can be improved.
• Work closely with team managers for implementation of action plans and performance improvements.
• Work with the Regional Customer Service Managers to act on customer feedback.
• Deliver 1-1 and group training to address themes, trends and embed learning from process non-compliance or process improvements.
• Drive improvements in all measures, relating initially to Connections, including time to quote, time to connect and guaranteed standard compliance.

Key Competencies:

• Customer service – demonstrate what great customer service looks like and provide coaching for this to be applied across all roles involved in our end-to-end Connections services.
• Effective communicator - able to adapt your communication style to your audience, in order to develop, influence and coach people for compliant ways of working.
• Leadership – ability to identify areas of improvement on an individual and team level and create bespoke action plans to drive forward these improvements.
• Team player – a strong team working ethic, who works well with others to deliver results and put the customer at the heart of what we do.
• Strong organisational and time management skills – ability to prioritise, plan and direct your time to areas where most difference can be made.
• Excellent relationship management, communication, team working and people management skills.
• Good IT skills including use of Microsoft applications and other bespoke systems.
• Full UK driving licence – requirement to travel around the Regional Teams and to customer sites.

Qualifications & Experience:

Essential qualifications

• NVQ level 3 or 4; HNC or above OR
• A minimum of 2 'A' levels, grade C or above

Other beneficial attributes/experience:

• Coaching / Continuous Improvement qualification / experience.
• A strong influencer with experience of embedding change management.
• Experience of supporting colleagues working in a regulated environment.
• Understanding of the end-to-end connections processes and regulatory requirements.

Grade: P&A L3 pp 11-13

Salary: Starting at £34,344 with the scope to rise to £39,671 with experience

Transport provision will be provided by either car allowance or access to the car ownership scheme

In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.