Job Location : Redhill, UK
Quality Assurance Lead
£34,000 - £37,000
Redhill
If you are a Quality Assurance professional with a commitment to setting standards and helping to ensure we deliver the best service to our customers, we’d love you to join SES Water on our journey to make a positive impact on the lives of those we serve. Together, we are shaping a sustainable future, one drop at a time.
A forward-thinking utility company, SES Water is driven by innovation and environmental responsibility. We continuously invest in cutting-edge technologies and sustainable practices to protect and preserve our precious water resources while meeting the evolving needs of our customers.
It’s an exciting time to join us as we undergo our digital transformation. We understand how important quantitative and qualitative data is to enhance our service and be efficient. You will be joining a company where every colleague is valued for their contribution and encouraged to share their ideas, developing our experience and insight to improve our effectiveness.
What We Offer
SES Water value our employee’s wellbeing and have created a package to care for both your financial needs and personal wellbeing.
The Role
As the Quality Assurance Lead, you will be a key member of the Customer Analytics and Insight team with responsibility for setting the quality standards for incoming and outgoing calls and other digital channels across the newly formed Customer Business Unit.
In this role, you will ensure that all colleagues are working in accordance with SES Water rules and regulations as well as upholding our values of Service, Integrity, Collaboration, Commitment, Compassion and Innovation.
Other responsibilities will include:
Knowledge & Experience Requirements
You will be an experienced Quality Assurance professional with a proven track record of success in working with customer service teams in a contact centre environment. A strong knowledge of customer care processes and techniques is essential.
The ability to identify ways to improve customer service delivery and develop these into a cohesive strategy with a plan for implementation is also key.
An understanding of the water or utilities industry coupled with billing processes and management would be a definite bonus!
You will also be used to working with a range of stakeholders across the business including external suppliers.
Diversity and Inclusion
We thrive on the knowledge and life experiences of our colleagues, recognizing that our differences bring diverse perspectives and make us a great team. We welcome people who live our values, bring their true selves to work, and have a desire to share their lived experience to serve our communities both now and in the future. Please let us know if you need any support during the application process.
Salary : 34000 - 37000
Apply Now!