Overview
Job Title: Call Quality and Compliance Officer
Location: Chandlers Ford / Remote (Onsite weekly team days Monday & Wednesday)
Salary: £26,208 per annum
Hours: 40 hours per week, Monday - Friday
Responsibilities
* As a Call Quality and Compliance Officer, you will play a vital part in ensuring consistency in the quality of our customer interactions.
* By listening to recorded calls, monitoring live chat and WhatsApp conversations between Customer Care Agents and customers you will observe and record compliance and service excellence, while providing insightful feedback to colleagues and leadership team, to support their development and enhance continuous improvement.
* A key part of the role is to lead on facilitating call levelling sessions both virtually & face to face, to maintain consistency in evaluations. You will be confident in challenging decisions, articulate in rationalising your views and have strong influencing and negotiation skills to gain consensus.
* Your experience of working in a similar customer focused environment will enable you to understand what good look like and your strong communication both written and verbal will enable you to hit the ground running.
* Our employees, just like our customers come from all walks of life, and we're fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
* We value work-life balance and aim to support our team wherever possible. If you're looking for part-time hours or flexible working arrangements, we're happy to discuss options. If you have the skills and experience, we need, we'd love to hear from you.
Qualifications
* Experience in a similar customer-focused environment to understand what good looks like.
* Strong written and verbal communication skills.
* Ability to facilitate sessions virtually and face-to-face.
* Influencing and negotiation skills to gain consensus.
* Commitment to diversity and inclusion.
About Us
Our core values are powerful, yet simple: Fairness, Smart and Sustainability!
The Luxion Group comprises of the following companies - Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.
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