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Training & Quality Manager (Contact / Call Centre)


Training & Quality Manager (Contact / Call Centre)
Chippenham, Wiltshire
£28,105 – £30,914 per annum – depending on skills
Contract type: Permanent
Working hours: Full Time
In April 2021, our client merged to create a bigger, better, organisation. They now provide over 25,000 homes to more than 54,000 people, they deliver over 3 million hours of care to individuals every year and have a geographical reach from Newcastle upon Tyne to Salisbury, Wiltshire. They have a staff team of approx. 4,000 people.
Their story is about building better lives. They are committed to building more homes and providing more care and support to more people, whilst still delivering the locally-focused services to the people who need them most.
Everything they do comes back to people – whether that’s providing a good quality, safe home, helping someone to live an independent life, addressing social injustice and equality and everything else in between.
Their vision is to be an organisation where people can enjoy happiness, health and prosperity.
About the role
Our client currently has an exciting opportunity for a Training & Quality Manager to join their Customer Services Team. You will facilitate and oversee the quality of service their contact centre delivers. You will drive a culture of continuous improvement to ensure every contact made, regardless of channel used, is a simply brilliant experience for each customer by ensuring all staff are well trained and they have a great support structure for their teams.
You will establish and maintain the contact centre new starter induction program including a variety of classroom, practical and field based learning with a meaningful competency sign off and handover process before any new starters formally join their teams.
You will also develop a varied coaching strategy for the contact centre assisting Team Leaders and Senior Customer Service Officer’s with delivery and focus through the regular presentation of call quality feedback and management of workshops.
The role will require you to arrange, chair and actively participate in internal and external meetings, conferences and project activities with a diverse range of participants including customers, colleagues, partners and agencies.
About you
It is essential that you have a good general or technical education beyond GCSE and accredited at BTEC or NVQ Level 3 or vocabulary, verbal reasoning and numerical skills to the equivalent ability level.
You will have experience of creating and facilitating a variety of training sessions for processes, systems and soft skills in a contact centre environment and experience of creating and owning version controlled training material.
You must have the ability to communicate and work with internal and external customers, colleagues and stakeholders with varying needs and involve them in the delivery and development of services.
Experience of managing and investigating complex and sensitive customer queries, identifying root causes, responding to escalated complaints and using learning outcomes to improve future performance is essential for this role.
In support and recognition of their colleagues who will help them deliver their employer strategy, they offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).
All individuals who apply to work here are considered on their merits in line with their Diversity and Inclusion strategy and policy.
Our client is a Disability Confident Employer therefore they actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the ‘essential eligibility criteria’ for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let them know

Company Description

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