Quality Assurance

Integral UK LTD; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A Facilities and Maintenance firm is seeking a Quality Assurance and Complaints Handling Specialist in the UK. This role involves ensuring quality service delivery, handling escalated customer complaints, and collaborating with team leaders for effective customer service practices. Strong customer service background and analytical skills are vital. Join us to develop quality assurance protocols and enhance customer satisfaction.

Qualifications

• Proven experience in a customer service or call center environment.
• Strong understanding of customer service best practices.
• Ability to identify trends and root causes of complaints.

Responsibilities

• Evaluate and monitor customer service interactions.
• Develop and implement quality assurance protocols.
• Handle escalated customer complaints effectively.

Skills

Customer service experience

Quality assurance knowledge

Excellent communication skills

Analytical mindset

Conflict resolution

Education

Certification in quality management

Tools

CAFM software

Job description

Overview

The Role:

We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.

Responsibilities

• Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
• Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.
• Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
• Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
• Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.
• Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.
• Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.
• Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders.
• Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns.

Skills, Experience and Qualifications

• Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling.
• Strong understanding of centre operations, customer service best practices, and performance metrics.
• Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution.
• Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics.
• Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Certification in quality management or customer service is a plus.
• We are committed to creating a diverse and inclusive work environment and encourage individuals from all backgrounds to apply.

About Us

We’re Integral, part of JLL. We’re a Facilities and Maintenance firm based across the UK. We work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. The Integral family are the largest mobile hard services provider in the UK.

If you’re looking to step up your career, Integral and JLL are the perfect professional home. At Integral and JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing facilities and maintenance initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at Integral and JLL!

Applying

So, we can really get to know you and what you can offer please include an up-to-date CV with your application.

All candidates will be required to provide valid proof of Right to Work in the UK and ID at interview.

Successful candidates are also required to pass a DBS check at our cost.