Quality and Training Manager

Leep Utilities; Salford; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Salary aligned to experience

25 days paid holiday + bank holidays

Birthday day off

Annual discretionary bonus

Company pension

Health Cash plan

Holiday buying scheme

Team events

Professional memberships

Job summary

Leep Utilities in Manchester is seeking a Quality and Training Manager to develop people and drive exceptional customer service. You will work with Team Leaders to ensure Customer Service Specialists have the skills and confidence to deliver outstanding experiences while upholding data integrity.

The role delivers induction and ongoing training across Customer Operations and Emergency Out-of-Hours teams, with coaching on the floor and the use of data to identify gaps and drive continuous

Qualifications

• Experience training or coaching a team in a fast-paced customer-focused environment.
• Excellent verbal and written communication skills.
• Knowledge of customer satisfaction drivers and regulated markets desirable.

Responsibilities

• Understand and deliver against objectives and targets to deliver brilliant experiences for colleagues and customers, escalating as needed.
• Develop induction and training material and use systems to assess capability.
• Produce daily health checks to ensure data integrity and identify training gaps.
• Utilise reporting to provide insights and drive improvements across the department.
• Assess against the quality framework to identify gaps in knowledge, compliance, skills and behaviour.
• Maintain the Skills Matrix to support coaching and development, plus process improvements.
• Provide live floor support and coaching to reinforce quality standards.
• Conduct root cause analysis to inform process documentation and improvements.
• Lead change initiatives to positively impact colleagues, customers and the company.
• Adhere to policies to ensure fairness and consistency across the team.

Skills

Training delivery

Coaching teams

Communication skills

Data interpretation

Job description

Department: Customer Operations

Reports to: Head of Customer Services

Salary: up to £45K DOE

Location: Manchester / Hybrid

The Opportunity

Are you passionate about developing people and driving exceptional customer service? We're looking for a Quality and Training Manager to work closely with our Team Leaders to ensure our Customer Service Specialists have the skills, knowledge and confidence to deliver outstanding customer experiences while maintaining high standards of quality and data accuracy, to prevent data integrity issues.

You’ll contribute to the delivery of engaging induction programmes and ongoing training across our Customer Operations function and Emergency Out-of-Hours teams. Working in a fast-paced environment where collaboration and continuous improvement are at the heart of what we do, you’ll help drive performance, embrace change, share best practice and support our people to succeed while living our company values.

Key Responsibilities

• Understand and deliver against required objectives and targets delivering brilliant experiences for all colleagues and customers, taking ownership of situations that put this at risk and escalating as appropriate
• Manage the creation and ongoing development of our induction and training material making the most of our systems to support assessment of capability
• Produce and complete daily health checks to ensure Data Integrity across the department and highlight training gaps.
• Utilise reporting to provide insights and drive improvements across the department
• Completion of assessment against our quality framework to identify knowledge, compliance, skill, efficiency and behavioural gaps
• Owner of the Skills Matrix for all colleagues to support ongoing coaching, development and quality assessment, alongside ensuring process and system improvements are maintained
• Provide live floor support and in the moment coaching through engaging and empowering interactions, embracing our quality framework to identify knowledge, compliance, skill, efficiency and behavioral gaps
• Complete root cause analysis to support the development & communication of customer process documentation and continuous improvement initiatives
• Lead by example, demonstrating a solution focused approach to our ways of working, fully supporting company change initiatives which positively impact colleagues, customers, commercials and the company
• Adhere to all policy, process and procedures to ensure fairness & consistency for our colleagues, customers and the company
• Positively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives & targets and your personal development
• Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end customer experience, department objectives and direct customer contact as covered in the Water Customer Service Specialist role

Measures of Success

• New starters become confident and capable in their roles quickly through effective onboarding and training.
• Quality, compliance and customer experience standards improve through impactful coaching and development.
• Skills matrices and training records are accurate, up to date and actively support colleague growth.
• Data, reporting and insight are used to identify opportunities and drive continuous improvement.
• Colleagues feel supported, engaged and empowered to deliver outstanding service to customers.

About You

• Engaging, trustworthy, reliable and attentive to colleagues, internal and external customers, actively listening to deliver brilliant experiences to build & maintain effective working, customer & stakeholder relationships, appropriately acknowledging sensitive situations
• Efficient, self-motivated and able to manage your own workload with flexibility and initiative to support all requirements of the role
• Ability to work well under pressure delivering against multiple objectives & targets, to take direction, deliver difficult messages and use initiative, working well with others to negotiate and drive continuous improvement demonstrating social and emotional intelligence
• Experience training or coaching a team working in a fast-paced customer-focused environment demonstrating the ability to inspire & motivate
• Computer literacy is essential along with efficient, concise & clear communication skills both verbally and in writing
• Knowledge of customer satisfaction drivers, regulated markets, customer types and Contact Centre OKRs are desirable

Your Development and Benefits

At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.

Our benefits include:

• Salary which aligns to your experience and skillset
• 25 days paid holiday + bank holidays
• An additional day off to celebrate your birthday
• Annual discretionary bonus
• Company pension plan
• Health Cash plan through Westfield Health
• Option to purchase additional holiday days through our Holiday Buying Scheme
• Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
• Paid professional memberships relevant to your role and access to professional development opportunities

Our Values

At the forefront of everything we do:

Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility

Equal Opportunities

Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.