Customer Quality Support

Cadent Gas; Wolverhampton; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme 18% match

25 days holiday + statutory days

Extra day off each year

Career development with funded learnng

Flexible working

ED&I commitments

Retail discounts

Gym access

Job summary

Cadent Gas Ltd is seeking a Customer Quality Support to assure, improve, and embed consistent service standards across the West Midlands Network. Based at Ansty Park Coventry or Planetary Road Wolverhampton, you will split your week between the office and home, focusing on quality monitoring, insight, and assurance to influence outcomes.

You'll bring attention to detail, analytical thinking, and collaboration across teams to enhance customer experiences.

Qualifications

• 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.

Responsibilities

• Monitor and improve customer service quality across activities and work streams.
• Identify opportunities to apply process improvements and best practice methodologies.
• Collaborate with teams to share insight, support resolution activity and promote service excellence.

Skills

Quality monitoring

Data analysis

Customer service

MI reporting

Microsoft Office

Communication skills

Collaboration

Organization

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Visio

Job description

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.

Broaden Your Experience
Develop strong cross functional relationships and gain exposure to quality assurance, audit activity, performance reporting and improvement delivery.

What you'll bring

You're a detail focused, quality driven professional with the confidence to review, challenge and improve how we deliver for our customers.

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

Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that's why we're committed to supporting our people to get the best out of themselves. For this role, we offer:

• 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 to 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.

Be part of something big. Help shape the future of gas for generations to come.