At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.We currently have an opportunity for a Training and Quality Manager to join our team. Joining us on a full-time permanent basis, you will receive a competitive salary of £49,900 - £55,500 per annum plus excellent benefits.As Quality and Training Manager, you will be responsible for delivering high-impact quality assurance and training programs across our Customer Service function. You will help define and embed quality standards, upskill our people and support the Customer Strategy and Experience team to enhance operational performance and customer satisfaction.
What you’ll be doing:
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 implement training programs that enhance employee capability and elevate customer experience.
4. Analyse performance data and customer feedback to drive continuous improvement in quality and training.
5. Lead and develop a high-performing team of QA and training professionals, influencing a culture of coaching and accountability.
6. Conduct regular audits and feedback sessions to identify trends, mitigate risks, and implement improvements.
7. Collaborate with senior leaders to ensure training and quality initiatives align with evolving business priorities.
8. Identify and implement innovative digital tools and technologies to enhance the training and quality assurance experience.
9. Reporting on key quality and training metrics, providing insights and recommendations to senior leadership
What we are looking for:
10. Proven experience in leading QA and training functions within a contact centre or customer operations environment.
11. Deep knowledge of regulatory compliance, audit frameworks and quality standards.
12. Strong track record in designing and delivering training that drives measurable performance improvements.
13. Analytical mindset with the ability to interpret data and translate insights into actionable improvements.
14. Demonstrated leadership in building and developing high-performing, customer-focused teams.
15. Excellent communication and stakeholder management skills, with the ability to influence at all levels.
16. Experience with digital learning platforms, QA tools and emerging technologies/methodologies that support scalable training and quality solutions.
17. Strategic thinker with the ability to align quality and training initiatives to broader business goals and customer outcomes.
What's in it for you:
18. We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
19. Generous holiday allowance plus bank holidays
20. A discretionary Bonus
21. Competitive Contributory Pension
22. Share-save Scheme
23. Various health benefits
24. Wellbeing support programmes
25. A range of Group Discounts
26. Cycle to Work Scheme
27. Financial support services
£49,900 - £55,500 a yearClosing Date: 08th August 2025Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.Our core values which are essential to our success are:Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.Be the Future - Embrace change. Drive Progress. Own the challenge.