Call Quality Assessor

2 weeks ago

Warrington, United Kingdom Certas Energy UK Ltd Full time

We are looking for a Call Quality Assessor for our Commercial team, in our Warrington HQ, Monday to Friday between the hours of 8am-5pm

To provide support to the Head of Customer Experience by undertaking regular call assessments of our Commercial Sales Team, to monitor compliance, drive world class customer service, improve overall quality of calls and to ensure that all sales opportunities are maximised.

The Role:

  • Undertake a minimum of 50 call assessments per week to monitor compliance for RDCO (Registered Dealer of Controlled Oils)
  • Produce monthly packs for the Legal Team detailing any failures and corrective actions
  • Provide timely feedback to Commercial Managers with regards to failures so corrective action can be taken immediately
  • Keep central records up to date on any repeated failures on compliance to ensure appropriate action is taken
  • Live Listening as and when required and providing immediate feedback to Team Managers
  • Develop a log of training requirements and working in conjunction with the Customer Experience Manager to identify compliance failure trends
  • Undertake regular call assessments for all Commercial Sales colleagues to monitor compliance, quality of calls, including soft skills, negotiation skills, the ability to cross sell and overall customer service
  • Have a thorough understanding of all the core and ancillary products, their respective features and benefits and how they are best presented
  • Understand the 8x8 telephony system, Codas and Commercial Pricing Tool to enable accurate reporting on assessments
  • Understand the strategy and prioritisation for cross and up sell activity and where focus is required to drive performance
  • Support the quality process in terms of incorporating quality feedback to Commercial Sales Domestic Managers
  • Have a view of what a best practice sales, service and account management call should include and maintain a library of appropriate calls


As a Call Quality Assessor for Certas Energy you’ll have access to:

  • Competitive salary
  • No weekend working in the Summer
  • Commission
  • 25 days holiday (plus bank holidays) increasing to 26 after 2 years service
  • Certas Energy group discount scheme
  • Option to purchase additional, sell and/or carry annual leave
  • Company Pension
  • Life assurance (4x salary)
  • Annual volunteering day

We’re looking for:

  • Strong listening skills
  • Attention to detail
  • High degree of self-motivation and time management
  • Target driven / results orientated
  • Good organisation skills and ability to prioritise
  • Excellent Excel and Powerpoint skills
  • History of selling and Customer Service preferable


Company Information

Certas Energy is the leading independent distributor of fuels and lubricants in the UK.

With a national network of over 130 depots, over 900 tankers, more than 80 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keep our business moving each day.

Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high-quality fuel and associated services to homes and businesses all over the UK each year.


We’re proud of our range of innovative fuel supply and management services and are committed to provide industry leading solutions in liquid fuels, as the worlds energy mix evolves towards a zero emissions future. From the option to offset carbon emissions with each fuel order, to providing cleaner burning fuels that lower harmful emission of PM and NOx, Certas Energy strive to make our energy expertise count for all of our customers.


We have a strong culture of safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing Initiatives. This, teamed with our many programmes of learning, development and talent nurture, means that we can support our colleagues to grow and thrive within a fast paced working environment. This is fundamental to good business performance, and integral to our long-term business success.


The successful candidate will be offered the position on Certas Energy terms and conditions of employment.

Certas Energy Ltd is an Equal Opportunities Employer

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