About the role
This role will drive service quality and performance improvement across all One Desk teams. The Service Quality Assurance and Training Lead is responsible for championing customer experience excellence across all One Desk teams. By evaluating advisor interactions and ensuring consistency in quality standards, this role helps drive customer satisfaction, loyalty, and trust. The Service Quality Assurance and Training Lead works closely with Team Leaders (TLs) to ensure evaluations are calibrated and feedback is actionable, ultimately supporting a culture of continuous improvement and customer-centric service delivery.
A full job description is attached to this advert.
About you
Things you'll need in order to do this job include:
1. Proven experience and track record of designing and delivering training in a high-volume environment.
2. Proven experience in conducting service quality evaluations and delivering coaching and feedback.
3. Proven experience in conducting training needs analysis.
4. Proven experience and working knowledge of customer service focused practices, within a large complex organisation
Please read our job description carefully, paying particular attention to the essential and desirable criteria, and ensure these things are covered in your application.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
5. 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
6. Additional 5 days’ annual leave purchase scheme
7. Defined benefit career average revalued earnings pension scheme (CARE)
8. Cycle to work scheme and season ticket loan
9. Immigration loan
10. Relocation scheme for certain posts
11. On-Site nursery
12. On-site gym
13. Enhanced maternity, paternity and adoption pay
14. Employee assistance programme: Staff Support Service
15. Discounted medical insurance