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Quality Manager - Customer Service


  • £33000 - £40000 per annum
  • London
  • Posted: 28/06/2021
  • Permanent
  • Job Ref: 176102783

Job Details

Quality Manager / Training Manager
Salary : £33K pa - £40K pa depending upon experience (plus benefits)
Location : Covent Garden
Interviews : ASAP with a view to an immediate start


A dynamic and growing organisation based in Covent Garden are looking to recruit an articulate well organised Quality Manager for their Customer Service division. This role will be to define and deliver the training across the company - including but limited to customer service, coaching, staff training, quality monitoring and delivery. The successful applicant will be responsible for the design, development, delivery of our customer service training programme, with delivery to all customer-facing staff.

Key Responsibilities:

  • Create customer service policies, processes and protocols to achieve our aim of achieving customer service excellence
  • Train and develop staff in customer service best practice and complaint handling
  • Onboarding training for new employees as well as ongoing development and support of existing employees, ensuring they can deliver a high standard of customer service excellence
  • Monitor the quality of customer communications from staff and providing 1-2-1 feedback
  • Ensure customer enquiry responses are within agreed SLAs and compliance procedures
  • Identify customer pain points and improving the customer journey.
  • Act as a role model for staff, in identifying and resolving/escalating customer issues.
  • Collate data for the purpose of pro-actively improving our business processes and websites to reduce complaints
  • Design and maintain training workshops
  • Deliver induction training to all new customer service employees
  • Maintain a library of training materials and training records ensuring they are constantly updated
  • Engage with the Management Team to identify training gaps and training needs
  • Create an annual training plan


Skills and experience required:
  • 2 years' experience in customer service training
  • Experience within the ecommerce
  • Experience writing and delivering classroom based trainingStrong communication skills across all levels
  • Excellent written skills
  • Good knowledge of Microsoft standard packages - Word, Excel and PowerPoint
  • Highly motivated coupled with the ability to motivate others
  • Strong reporting skills
  • Bachelor's Degree


Benefits:
  • Commercial bonus
  • Pension contribution
  • 14 weeks maternity leave full pay, 2 weeks paternity leave full pay
  • Employee Assistance Programme including free counselling and 24-hour mental health support
  • 25 days of annual leave, plus 8 public/bank holidays
  • Indoor bicycle storage, changing and shower facility
  • Breakout room with board games, Netflix and Nintendo Switch
  • Free fresh fruit and mineral water
  • Dog friendly office

This is a fantastic, immediately available opportunity please submit your CV now for review