Customer Quality Support

Cadent Foundation; Willenhall; Híbrido; GBP 33 000 - 39 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Pension Scheme double matched up to 18

25 days holiday, plus statutory days,

An extra day off each year

Career development with fundedlearning

Flexible working and strong ED&I

Generous family policies and flexible

Retail discounts, gym access, and more

Resumo da oferta

Cadent is seeking a Customer Quality Support professional to drive consistent customer service standards across the West Midlands Network. The role focuses on quality monitoring, insight and assurance, with hybrid working between Ansty Park Coventry and Wolverhampton.

You will analyse customer interactions, report trends, and work with network teams to promote service excellence. The role offers a generous bonus, pension, and flexible working options, plus opportunities to develop and influence

Qualificações

• Experience in customer service, quality monitoring, assurance, administration or data‑driven roles
• Ability to review customer interactions, identify themes, and highlight areas for improvement
• Experience supporting the resolution of customer issues, ideally promoting first‑time resolution
• Confidence working with spreadsheets, databases or Management Information (MI)
• Ability to report accurately, identify trends and present insight clearly
• Clear, professional verbal and written communication skills
• Comfortable engaging with customers and stakeholders across multiple teams
• Strong collaborative approach, supporting shared outcomes and service consistency
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio)
• Strong organisational skills with the ability to manage workloads and priorities effectively

Responsabilidades

• Assure, improve, and embed consistent customer service standards across all customer activities
• Monitor quality and provide insights to drive improvements
• Support the implementation and adoption of innovative digital solutions
• Collaborate with customer contact teams and stakeholders to share insight and promote service excellence
• Influence service quality and drive improvements across the West Midlands Network

Conhecimentos

Customer service

Quality monitoring

Data analysis

Attention to detail

Communication

Collaboration

Problem solving

Ferramentas

Excel

Visio

PowerPoint

Word

Descrição da oferta de emprego

Title: Customer Quality Support

Location: Hybrid, across Wolverhampton and Ansty Park

Advertised Salary: £32,877 - £38,67

Job Function: Customer Centre

Working Hours: 37

Location Type: Hybrid

Contract Type: Permanent

Req ID: 3162

Posting End Date: 12th November 2026

Driving consistent, high quality customer experiences across the West Midlands Network

As Customer Quality Support, you’ll play a vital role in assuring, improving, and embedding consistent customer service standards across all customer activities. This is a high‑impact role focused on quality monitoring, insight, and assurance.

Supporting the West Midlands Network, you’ll be based out of Ansty Park Coventry or Planetary Road Wolverhampton, working 3 days in the office/site location (where applicable) and 2 days from home.

Working at the heart of the Network Customer Experience function, you’ll help us understand how we perform, where we can improve, and how best practice can be applied consistently. You’ll bring strong attention to detail, analytical thinking, and a passion for improving outcomes - ensuring every customer interaction meets our standards and values.

This role provides a strong platform to influence service quality, strengthen assurance, and make a measurable difference to customer performance in the West Midlands.

Why you’ll love this role

Quality‑Led Impact

Ensure a consistently high level of service across all and work streams - helping to drive fair, effective and positive customer outcomes.

Continuous Improvement Focus

Identify opportunities to apply process improvement and best practice methodologies that enhance customer performance and service delivery.

Tech Enhanced

Support the implementation and adoption of innovative digital solutions. Working across teams, you'll help embed new apps, systems, and technologies that simplify processes, enhance service delivery, and create better experiences for our customers.

Collaboration & Influence

Work closely with customer contact teams, network colleagues and stakeholders to share insight, support resolution activity and promote service excellence.

Practical Experience & Capability

• Experience in customer service, quality monitoring, assurance, administration or data‑driven roles


• Ability to review customer interactions, identify themes, and highlight areas for improvement


• Experience supporting the resolution of customer issues, ideally promoting first‑time resolution

Data & Analytical Skills

• Confidence working with spreadsheets, databases or Management Information (MI).


• Ability to report accurately, identify trends and present insight clearly

Communication & Collaboration

• Clear, professional verbal and written communication skills


• Comfortable engaging with customers and stakeholders across multiple teams


• Strong collaborative approach, supporting shared outcomes and service consistency

Technical & Organisational Skills

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio)


• Strong organisational skills with the ability to manage workloads and priorities effectively.

At Cadent, we’re thrilled to be part of the future of UK energy!

We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What’s In It For You

• Annual bonus


• Pension Scheme double matched up to a total of 18% of salary


• 25 days holiday, plus statutory days, and an option to buy more


• An extra day off each year to celebrate life’s special moments


• Career development with funded learning options


• Flexible working and strong ED&I commitments


• Generous family policies and flexible benefits


• Retail discounts, gym access, and more

We support a healthy work-life balance and are open to flexible working options.

Diversity and Inclusion

Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you submit your application – you may just be the right person for this role or other opportunities at Cadent.

We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men’s Engagement Network (M.E.N) – can’t wait to welcome you!

As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided.