We have other current jobs related to this field that you can find below

  • Training & Quality Assistant

    3 weeks ago

    London,, UK, United Kingdom Liberty. Full time

    We are looking for a Training and Quality Assistant to support the Training and Quality Manager in the creation, adaptation, and delivery of all training requirements throughout the full learning cycle. Our Training and Quality Assistant will undertake regular Quality Assessments (QA) for the customer services team to maintain and improve customer service...

  • Training & Quality Specialist

    1 month ago

    London,, UK, United Kingdom Liberty. Full time

    We are looking for a Training and Quality Specialist to support the Training and Quality Manager in the creation, adaptation, and delivery of all training requirements throughout the full learning cycle. Our Training and Quality Specialist will undertake regular Quality Assessments (QA) for the customer services team to maintain and improve customer service...

  • Portfolio Planning and Scheduling Manager

    1 week ago

    London, UK, United Kingdom Care Quality Commission Full time

    Portfolio Planning and Scheduling Manager Salary: £39,390 (National Framework) or £44,792 per annum (London Framework – if you are London office-based or home-based and live within the boundary of the M25) – There is also an additional homeworking allowance of £553 per annum for those working from home. Hours: Full time, 37 hours per week or...

  • Customer Care Lead

    1 month ago

    London, UK, UK, United Kingdom Adult Socialcare Marketplace Ltd. Full time

    Company DescriptionAdult Socialcare Marketplace Ltd. is a pioneering company in the care sector in the UK. We are launching a new marketplace model to provide easy access to all forms of care services (ongoing care, introductory care and self employed care) across the UK. We promote compassion and trust to achieve the best outcomes for the most vulnerable in...

  • Training Manager

    4 weeks ago

    London,, UK, United Kingdom Hawes and Curtis Full time

    Hawes & Curtis was established by Mr Ralph Hawes and Mr Freddie Curtis in 1913 and have been making the finest shirts for distinguished customers and royalty, notably HRH Prince of Wales and Earl Mountbatten. Today, the brand is known for its innovation, quality and ambition for growth.We are currently seeking experienced Training Manager to deliver...

  • Registered Domiciliary Care Manager

    4 weeks ago

    London Borough of Southwark, UK, EMEA, UK, United Kingdom London Care Limited Full time

    Company Description Branch ManagerSouthwark, LondonUp to £47, 815 per annumWhat we offerWe’re creating brighter days. Fresh challenges. Exciting opportunities. Plenty of ups, downs and curveballs. With a career as a Branch Manager at London Care every day will be different to the next. Each will offer you the opportunity to do meaningful and rewarding...

  • Customer Care Manager

    4 weeks ago

    London, UK, UK, United Kingdom Hunza G Full time

    About Hunza GHunza G was originally born in 1984, known then only as Hunza under the direction of Peter Meadows who created its signature, unique crinkle-stretch fabrication and high-cut leggy designs. Hunza became instantly recognisable in the 90’s after being worn by Julia Roberts in Pretty Woman. In 2015, Hunza added the G when Georgiana Huddart...

  • Customer Success Manager

    4 weeks ago

    London,, UK, United Kingdom Novaris Search Full time

    Novaris Search is currently partnered with a highly innovative and fast growing medical device company who are looking for a Customer Success Manager to drive their expansion across the UK. This is a hybrid role and will require up to 80% travel.Role:Prepare customer project plan together with the customer including implementation schedule, training plans,...

  • Clinical Operations Manager

    7 days ago

    London,, UK, United Kingdom Innovate Care Group Full time

    Clinical Operations Manager Location: Hybrid/Office - London Type: Full-time Salary: £55,000 Working pattern: 40 Hours per weekAbout Innovate Care Group:We are setting the new standard in complex care. Our mission is to transform complex care by integrating innovative technology with expert, holistic, customised care, for adults and children within their...

  • Clinical Operations Manager

    6 days ago

    London,, UK, United Kingdom Innovate Care Group Full time

    Clinical Operations Manager Location: Hybrid/Office - LondonType: Full-timeSalary: £55,000Working pattern: 40 Hours per weekAbout Innovate Care Group:We are setting the new standard in complex care. Our mission is to transform complex care by integrating innovative technology with expert, holistic, customised care, for adults and children within their own...

  • Integrated Care Manager

    4 weeks ago

    London , London , London , London, UK, United Kingdom Chemistree Solutions Full time

    Role description Integrated Care Manager - Ophthalmology. Exciting new opportunity working for an established speciality Ophthalmic company working across North London, North Central London, East London Role: Integrated Care Manager Therapy Area: Ophthalmology Package: Competitive salary dependent on experience, incentive scheme, car allowance, pension,...

  • Customer Success Manager

    2 weeks ago

    London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Globally established, best-in-class solution, providing a social & email management platform.AI-powered to optimise everything the user does. It can even run campaigns completely autonomously.A recognised SaaS platform with a positive social and economic impact!The Opportunity:Reporting directly to the COO, you’ll be joining a small, but...

  • Quality and Technical Manager

    5 days ago

    London,, UK, United Kingdom QHQ Ltd Full time

    Our Client is an established home textiles company, manufacturing importing and distributing quality rugs from around the world, with design, innovation, and quality at the heart of the business. Their customer portfolio is extensive and continues to grow, supplying major retailers and exceeding customer’s expectations in service levels, product, design,...

  • Customer Success Manager

    1 month ago

    London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Privately owned London based SaaS solution focussed on advocacy across the company workforce.2-Year plan to become a market leader in the Employee Communication space with a major focus on both UK and US growth!Operating at a carbon neutral level for 2 years!The Opportunity:Joining a small, but globally spread CSM team, you will take ownership of...

  • Senior Quality Manager

    5 days ago

    London, UK, UK, United Kingdom Taylor Hopkinson | Powered by Brunel Full time

    Taylor Hopkinson have been retained on the search for a Senior Quality Manager. This role will be crucial for Metlen and will implement their QA/QC processes and systems across the UK and wider business. The Role:Liaise with Engineering to ensure QA/QC compliance.Complete documentation per local standards.Coordinate with client's Technical Advisor and...

  • Customer Success Manager

    2 months ago

    London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Scale-up HR-Technology platform, working with some of the most recognised organisations on the planet!VC backed and offering a super relevant market solution.Their solution supports with career transparency and access for everyone! The Opportunity:Due to growth, this HR-Tech is looking to add a skilled and commercially-minded Customer Success...

  • Customer Service Manager

    3 weeks ago

    London, UK, UK, United Kingdom Orange Connex Global UK Ltd Full time

    Core Values of the Position:To manage the local customer service operation within Orange Connex, an international e-commerce fulfilment services provider (B2B). Driving the highest quality standards within the industry when it comes to quality, customer centricity while maintaining a cost efficient operation and focussing on continuous improvement of the...

  • Quality Management Lead

    5 days ago

    London,, UK, United Kingdom Vulcain Engineering - UK Full time

    Do you have the energy to transform?Are you looking for an exciting opportunity to make a positive impact supporting the UK Government’s strategy of Net Zero 2050?Vulcain Engineering Group provides Engineering consultancy services across multiple Industry sectors on a global scale. With operations in 40 countries and employing over 2700 staff worldwide,...

  • ServiceNow Managed Services Technical Lead

    3 months ago

    London,, UK, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    As a ServiceNow Managed Services Technical Lead in Konversational, you will be delivering both proactive and reactive support services for a wide range of customers and, act as a central point of contact for all support-related activities for designated customers. You will be managing a highly skilled team delivering a high-quality service. Konversational...

  • Training Manager

    3 months ago

    London,, UK, United Kingdom Nicholson Glover Full time

    **Job Title: Training Manager- Behavioural Science****Location:** Central London**Company:** Behavioural Science ConsultancyThis leading behavioural science consultancy specialises in designing and delivering cutting-edge training packages to allow their corporate clients to start embedding behavioural science within their teams through various curriculum...

Training & Quality Manager, Customer Care

3 months ago

London, UK, United Kingdom BritBox International Full time

Job Title: Training & Quality Manager, Customer Care

Location: Preferred UK/London, Hybrid

Company: BritBox International

Reporting to: Director of Customer Service

Contract Type: Full Time


Our Mission: Creators & Curators of the Best in British Creativity & Entertainment.

Our Vision: To be World leaders in British streaming.

Our Purpose: Investing in British Creativity to delight fans with its quality all over the World.


About Us

We are creators and champions of the best British TV, and hosts to the world’s largest collection. It’s our mission to bring the most engaging and relevant British TV experience to fans like us all around the world.


We’re relentlessly creative and in this new world of content, where the possibilities are endless, we are charting our own course.


We are thriving in 5 markets already around the world and have ambitious plans ahead of us. This is where you come in…. we are on the lookout for talented individuals to join our BritBoxer family and help us to navigate the adventures ahead. This role requires international travel 2-4 times a year.


Job Purpose

BritBox International is on the lookout for a Training & Quality Manager to join our Customer Care team in London. In this role, you will ensure our customer support teams, via a BPO partner, deliver exceptional service through effective training programs and robust quality frameworks. By coordinating with various internal teams, you will help maintain and elevate the high standard of customer support BritBox is known for. Your efforts will be integral to our customer care functions' seamless operation and continual improvement.


As the Training and Quality Manager, you will help define quality standards, manage essential support tools, and support teams conducting audits across various communication channels. You will lead initiatives to develop training materials, execute quality assessments, and implement targeted improvement plans. Your role will involve conducting quality calibration sessions and championing the significance of quality management programs. Additionally, you will participate in various projects, from documenting technical enhancements and creating training how-to videos to developing operations manuals for all support roles, ensuring that we consistently provide top-tier customer experiences within the streaming video-on-demand ecosystem.


Responsibilities:

  • Ensure comprehensive onboarding, effective training, and robust quality frameworks are in place and meticulously coordinated across all vendors and support stakeholders.
  • Collaborate closely with business process outsourcing (BPO) partners on detailed training programs, quality management processes, and necessary workflow amendments.
  • Help meticulously define and outline quality standards following industry guidelines and ensure consistent adherence to those standards, including conducting audits of email, chat, and social media interactions.
  • Create, manage, and maintain essential tools such as the BritBox Help Center and knowledge base articles, pre-written email templates, chat scripts, social media “canned responses,” and other resources.
  • Organize and develop comprehensive training manuals, extensive references, detailed testing and evaluation procedures, and other supportive materials to effectively assist in supporting BritBox subscribers.
  • Assess training and quality-related issues, conduct detailed root cause analysis, recommend insightful improvements, develop targeted improvement plans, and collaborate with the operations team to enhance overall quality performance.
  • Utilize a variety of training methodologies, innovative techniques, advanced concepts, learning tools, and proven practices to ensure the maximum effectiveness of training and quality programs.
  • Lead quality calibration sessions with BPO partners, BritBox teams, and all applicable stakeholders, championing the significance of quality management programs to the organization and knowing their customers.


Knowledge and Experience:

  • You have a proven track record in designing and delivering effective training programs.
  • You are obsessed with providing white-glove customer support.
  • You have experience measuring and auditing quality in a contact center.
  • You have experience effectively implementing and managing document control processes, including training programs, policies/procedures, and knowledge bases.
  • You can make sound decisions quickly in a fluid work environment.
  • You have strong people skills and can communicate effectively with employees at all levels.
  • You have proven leadership experience, excellent time management skills, dependability, and initiative.
  • You must be comfortable with online creative tools such as Zendesk, Airtable, Sprout Social, MS Suite, Google Suite tools, and more.


This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.