Training and Quality Specialist

South East Water; Snodland; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a passionate trainer to enhance the skills of its Wholesale Service Desk team. This exciting position involves creating and delivering training programs, ensuring all staff are equipped to provide outstanding customer service. You will play a vital role in fostering a culture of continuous improvement and quality assurance, making a significant impact on the team's performance. Join a company that values diversity, inclusion, and personal growth, and help shape the future of water supply management.

Benefits

Excellent Stakeholder pension scheme

5 weeks holiday entitlement

Flexible annual leave policy

2 paid volunteering days annually

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Qualifications

• Experience in training and improving performance in a Contact Centre environment.
• Excellent verbal, written and presentation communication skills.

Responsibilities

• Train and support new starters in the Wholesale Service Desk.
• Develop training programs for continuous improvement.
• Monitor compliance and provide feedback to staff.

Skills

Training and Development

Communication Skills

Coaching

Customer Service

Quality Monitoring

Education

4 GCSE passes including Maths and English

NVQ Qualification Level 2 or above in Customer Service/Business Administration

Recognised management qualification (e.g., ILM)

Job description

This is a 1 year fixed-term contract.

Can you share your knowledge in a way that motivates others?

Do you inspire colleagues to reach their full potential?

We want to be the water company people want to be supplied by and want to work for.

You’ll take up this brand new position to use your training skills and knowledge to help new starters and existing team members to reach the highest levels of performance. You’ll write and deliver training and development programmes for colleagues within the Wholesale Service Desk department, ensuring there are documented procedures and guidance available for advisors to utilise during and after their training.

Our department helps to manage the network of pipes, water mains and treatment works that make up our water supply network. We solve problems for customers that experience issues with their water supply. This can range from having no water, low pressure, issues with taste or smell and other water supply difficulties. We engage with colleagues across the business to ensure a quick response to problems or incidents when they occur and that customers are kept up to date with our progress.

Previous training experience is essential for this role. You’re passionate about wanting to bring others on; can convey a clear message and have a positivity and enthusiasm that enables others to find the best solutions. You’ll use these qualities to create an environment that leaves people feeling confident and competent in their abilities.

You’ll also engage in quality monitoring, the results from which will help you to develop targeted training and upskilling programmes that contribute to continuous improvement and the achievement of organisational goals. So, this is your opportunity to make your mark on this exciting role.

Are you wondering what’s it like to work at South East Water?

You’ll grow a career with a meaningful purpose. Be you, belong and be valued.

• Come to work to feel safe, valued and trusted.

• We’ll encourage you to create and pursue new opportunities for personal growth.

• A place to be the real you, build deeper connections and enjoy a sense of belonging.

• Be invested in helping us to create a sustainable water supply for now, and in the future.

What will you mainly be responsible for delivering?

• To train and support all new starters ensuring they are able to undertake the duties required of a Wholesale Service Desk advisor and deliver excellent standards of customer service, effectively and efficiently.

• To coach and develop existing staff through training programmes designed to support continuous improvement in the Wholesale Service Desk and the wider business areas.

• To create new, review and maintain training programs and documented procedures for each process or identified topic used within the Wholesale Service Desk with the aim to improve efficiency to ensure customer first time resolution.

• To monitor compliance with existing processes through monthly Quality Assessments for Wholesale service desk advisors, providing feedback for all assessments to their line managers and creating personalised improvement action plans where appropriate.

• To ensure that all work carried out complies with the regulatory and industry standards.

• Support Wholesale Household in all areas including: Appointments, calls, all other work queues.

• Build relationships internally within the team and across the wider business areas by involving all staff when documenting procedures and agreement of improvement measures.

What do you bring to the role?

• 4 GCSE passes (or equivalent), including Maths and English.

• An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.

• A skilled trainer with experience in training and improving performance in a Contact Centre environment.

• Excellent verbal, written and presentation communication skills with an attention for detail.

• Water industry experience would be useful but not essential.

What can you expect from us?

• Excellent Stakeholder pension scheme, up to 10% employer contribution

• 5 weeks holiday entitlement, increasing to 6 weeks with length of service

• Flexible annual leave policy to buy / sell holiday

• 2 paid volunteering days annually to support causes you care about

• Cycle to work scheme

• Health cash plan

• Life assurance

• Wellbeing related benefits

Everyone needs water, South East Water welcomes everyone.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

What to expect from your recruitment

• To apply for this position, please submit your CV on our careers website.

• Unfortunately, we are not able to offer sponsorship for this role.

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.

• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

• If you require assistance / adjustments to engage with our recruitment process and to ensure you're able to compete on equal terms, please contact the recruitment team via [e-mail]

If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.