Customer Experience Training & Quality Lead

Fexco Property Services Limited; Salisbury; On-site; GBP 46,000 - 64,000; Full time

Job summary

Fexco Property Services Limited is hiring a Customer Experience Training and Quality Manager in Salisbury. The role leads the training and QA framework to ensure outstanding customer experiences across contact channels, driving learning programs, QA processes, and performance improvements.

You will work with Operations, HR, Compliance and Property Management to design onboarding, ongoing training, and calibration activities that boost CSAT and first contact resolutions.

Qualifications

• Proven experience in a Training and/or Quality role within a contact centre.
• Strong understanding of QA frameworks, coaching techniques, and learning design.
• Excellent communication, facilitation, and stakeholder management skills.
• Analytical mindset with the ability to interpret data and drive actionable insights.

Responsibilities

• Design, implement, and maintain onboarding and continuous training for contact centre advisors.
• Develop property management training modules (tenancy queries, maintenance, compliance, landlord/tenant communications).
• Deliver engaging training sessions across classroom, virtual, and e-learning channels.
• Conduct training needs analyses and create development plans aligned with business priorities.
• Support team leaders with coaching frameworks to reinforce training.
• Design and manage a QA framework for all customer interactions (calls, emails, webchat).
• Define quality standards aligned with regulatory requirements and company policies.
• Conduct quality audits and calibrations across leadership teams.
• Provide structured feedback and reporting to drive performance improvement.
• Ensure adherence to property management regulations and customer service compliance.
• Use data insights to identify trends and performance gaps.
• Partner with operations to implement targeted improvement plans.
• Develop and track KPIs relating to training effectiveness and quality outcomes.
• Lead initiatives to improve CSAT, FCR, and service quality.

Skills

Communication

Facilitation

Stakeholder management

Analytical thinking

Project management

Influence & change

Problem solving

Continuous improvement

Tools

Learning Management System (LMS)

Job description

Fexco Property Services Limited is hiring a Customer Experience Training and Quality Manager in Salisbury. The role leads the training and QA framework to ensure outstanding customer experiences across contact channels, driving learning programs, QA processes, and performance improvements.

You will work with Operations, HR, Compliance and Property Management to design onboarding, ongoing training, and calibration activities that boost CSAT and first contact resolutions.