Quality Assurance

Integral UK Ltd; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading facilities and maintenance firm is seeking a Quality Assurance and Complaints Handling Specialist in Warrington. This role involves ensuring service quality, handling customer feedback, and improving operational protocols. Ideal candidates will have experience in customer service and quality assurance, excellent communication skills, and an analytical mindset. Join a dynamic team focused on innovation and professional growth.

Qualifications

• Experience in a customer service or helpdesk environment focusing on quality assurance.
• Understanding of customer service best practices and performance metrics.
• Excellent communication and conflict resolution skills.

Responsibilities

• Evaluate and monitor customer interactions for service quality.
• Implement quality assurance protocols and performance metrics.
• Handle escalated customer complaints and provide effective resolutions.
• Analyze customer feedback to identify trends and implement improvements.

Skills

Customer service experience

Quality assurance knowledge

Interpersonal skills

Analytical mindset

Education

Certification in quality management or customer service

Tools

CAFM software

Job description

Overview

We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. The role focuses on ensuring quality and efficiency within the Operations Centre while effectively handling customer complaints and feedback.

Responsibilities

• Evaluate and monitor interactions (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 to proactively identify areas for improvement and innovation.
• Develop and implement quality assurance protocols and performance metrics to assess centre performance and identify areas for enhancement.
• Conduct regular audits of centre processes and customer interactions to identify gaps and develop improvement strategies.
• Handle escalated customer complaints and provide timely and effective resolutions to ensure customer satisfaction and retention.
• Collaborate with team leaders to coach and train on best practices for customer service and efficient issue resolution.
• Analyze customer feedback and complaint trends to identify root causes and implement preventive measures for 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 in addressing customer concerns.

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.

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

To help us 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 will be required to pass a DBS check at our cost.