Quality & Performance Lead & Smart Campaign

SSE Enterprise; England; On-site; GBP 34,000 - 41,000; Full time

Job summary

A leading energy company in the UK is seeking a Quality & Performance Lead for its Smart Campaign operation. The role involves coaching colleagues and driving improvements against KPIs to deliver exceptional customer experiences. Candidates should possess knowledge in smart metering and excellent communication skills. The position offers competitive salary, flexibility in working patterns, and a range of family-oriented benefits. Join us in our ambition for a net zero world.

Benefits

Discounts on private healthcare

Free online GP

24/7 counselling service

Interest-free loans on tech

Cycle to Work scheme

Generous family entitlements

Qualifications

• Knowledge of smart metering and energy industry.
• Experience in customer service processes and complaint handling.
• Experience in performance tracking and improvements.

Responsibilities

• Ensure completion of checks per Customer Service Manager's expectations.
• Provide floorwalker support for exceptional customer experiences.
• Maintain training matrix and report progress to management.
• Target coaching and training with managers.
• Implement improvements to achieve KPIs.
• Cultivate effective relationships with stakeholders.

Skills

Knowledge/interest in smart metering and the energy industry

Strong understanding of customer service systems

Experience in performance tracking

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.