Quality & Training Lead - Customer Operations (Hybrid)

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

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