Quality & Performance Lead & Smart Campaign

SSE Enterprise; Cardiff; Hybrid; GBP 34,000 - 41,000; Full time

Job summary

A leading energy company in the UK is seeking a Quality & Performance Lead to enhance customer experience within their Smart Campaign operation. The successful candidate will coach colleagues, implement best practices, and ensure compliance with internal and external standards. Responsibilities include overseeing checks, maintaining training matrices, and driving continuous improvement efforts to meet KPIs. This role offers a competitive salary and various flexible benefits, making it a great opportunity for those passionate about energy solutions.

Benefits

Discounts on private healthcare

Free online GP

24/7 counselling service

Interest-free loans for tech and transport

Generous family entitlements

Qualifications

• Proven coaching/training in individual and group settings.
• Demonstrated ability to engage business stakeholders effectively.

Responsibilities

• Ensure checks are completed in line with expectations.
• Provide visible support to maintain exceptional customer experiences.
• Maintain and use a department-wide training matrix.
• Partner with managers to target coaching and training.
• Identify and implement improvements for achieving KPIs.
• Cultivate effective stakeholder relationships.

Skills

Knowledge/interest in smart metering and the energy industry

Strong understanding of customer service systems and complaint handling

Experience in performance tracking and improvements

Excellent verbal and written communication skills

Supervisory/floorwalker support experience

Job description

Quality & performance lead - Smart campaign

• Job Number: 557290

• Closing at: Jan 21 2026 - 23:55 GMT

Base Location: Reading or Cardiff

Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Full Time | 12 Month Secondment options available

The role

We're looking for a proactive, people‑centred quality & performance lead to continue supporting in the delivery of an exceptional customer experience within our Smart Campaign operation. You’ll coach and develop colleagues, embed best‑practice customer journeys and business processes and drive continuous improvement against campaign KPIs. You’ll also partner across the business to keep us compliant with internal assurance and audit requirements as well as with external stakeholders such as third‑party auditors & MOPs.

You will

• Ensure checks are completed in line with expectations set by the Customer Service Manager.
• Provide visible “floorwalker” support so the team consistently delivers exceptional customer experiences while meeting business demands.
• Maintain a department‑wide training matrix; use it to enable competency‑based conversations, identify gaps, deliver support, and report progress to senior management.
• Partner with managers to target coaching and training where needed; produce detailed feedback reports to track improvement and inform performance management.
• Identify, recommend, and implement improvements that help the team achieve KPIs within required SLAs.
• Be an ambassador for Smart—cultivating effective relationships so key stakeholders prosper under your guidance.

You have

• Knowledge/interest in smart metering and the energy industry.
• Strong understanding of our customer service systems, processes and complaint handling or equivalent experience if outside of SSE.
• Demonstrable experience in performance tracking and implementing improvements.
• Excellent verbal and written communication skills for engaging business stakeholders.
• Supervisory/floorwalker support experience and proven coaching/training in both individual and group settings

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

support UK organisations by delivering energy and low‑carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we’ll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.