Training and Quality Manager

South West Water; Redhill; On-site; GBP 49,000 - 56,000; Full time

Job summary

A leading utility provider in the UK is looking for a Training and Quality Manager to deliver quality assurance and training programs in their Customer Service team. The ideal candidate will have proven experience in leadership roles within customer operations and a strong background in compliance. Offering a competitive salary of £49,900 - £55,500 per annum alongside comprehensive benefits, this permanent position provides great opportunities for career development.

Benefits

Generous holiday allowance

Discretionary bonus

Health benefits

Qualifications

• Proven experience leading QA and training functions in customer operations.
• Deep knowledge of compliance and quality standards.
• Strong experience in designing and delivering training programs.

Responsibilities

• Develop and implement a comprehensive QA strategy.
• Design and deliver training programs.
• Lead a high-performing team of QA and training professionals.

Skills

Leadership experience

Analytical skills

Communication skills

Stakeholder management

Customer focus

Tools

Digital learning platforms

QA tools

Job description

Social network you want to login/join with:

At South West Water, we believe that the strongest businesses are built on solid, stable foundations — with a vision and culture that foster change, improvement, and innovation. We are proud to provide reliable, efficient, high-quality drinking water and wastewater services for the beautiful South West area. Our ambitions include reaching net-zero by 2030, and partnering with Wildlife Trusts, National Parks, and local organizations to ensure a better future for generations to come. If you want to be part of a diverse team that values fresh ideas and opportunities, #JustAddWater.

We currently have an opening for a Training and Quality Manager. This full-time, permanent role offers a competitive salary of £49,900 - £55,500 per annum plus excellent benefits. As Quality and Training Manager, you will deliver impactful quality assurance and training programs across our Customer Service function, defining and embedding quality standards, upskilling staff, and supporting the Customer Strategy and Experience team to improve operational performance and customer satisfaction.

Key Responsibilities:

1. Develop and implement a comprehensive QA strategy aligned with business goals and compliance standards.
2. Set and uphold quality standards across the contact centre, ensuring regulatory and audit compliance.
3. Design and deliver training programs to enhance employee capabilities and customer experience.
4. Analyze performance data and customer feedback to drive continuous improvement.
5. Lead and develop a high-performing team of QA and training professionals, fostering a culture of coaching and accountability.
6. Conduct audits and feedback sessions to identify trends, mitigate risks, and implement improvements.
7. Collaborate with senior leaders to align initiatives with business priorities.
8. Identify and implement innovative digital tools and technologies to enhance training and quality assurance.
9. Report on key quality and training metrics, providing insights and recommendations to leadership.

Ideal Candidate:

1. Proven experience leading QA and training functions in customer operations or contact centres.
2. Deep knowledge of compliance, audit frameworks, and quality standards.
3. Track record of designing and delivering performance-driven training programs.
4. Strong analytical skills to interpret data and translate insights into improvements.
5. Leadership experience in developing high-performing, customer-focused teams.
6. Excellent communication and stakeholder management skills.
7. Experience with digital learning platforms, QA tools, and emerging technologies.
8. Strategic thinker with the ability to align initiatives with broader business and customer goals.

Benefits:

1. Ongoing development and training opportunities for a long-term career.
2. Large organization with Investors in People recognition.
3. Benefits including generous holiday allowance, discretionary bonus, pension, share schemes, health benefits, wellbeing programs, discounts, Cycle to Work, and financial services.

Closing date: 8th August 2025. Please note, successful candidates will require a mandatory DBS check. Be yourself, we like it that way. We are committed to building a culture of belonging, where inclusion is instinctive. Diversity is our strength, reflecting our communities. We care, value everyone, and celebrate uniqueness.

Our core values:

• Be Rock Solid - Build trust and be trusted. Dependability is key.
• Be You - Bring your best every day. Make your mark in your unique way.
• Be the Future - Embrace change, drive progress, own challenges.