Salary - £38,000 per annum
Putting our customers first by delivering a personal, trusted and effortless experience to make Anglian Water a leading service provider in the UK. This is our vision and we want you to be a part of it as our Quality and Compliance Manager.
What will you be doing?
As Quality Manager you will develop and lead the quality agenda in the Billing Care Centre, Extra Care Centre and Collections Contact Centre's within Customer and Wholesale Services, to deliver an aligned and consistent approach to quality and compliance. You will do this by working with your stakeholders to identify and continuously improve strengths, best practice and gaps across the three areas.
You will be an expert in service industry best practice relating to quality strategy, particularly in relation to the continued development in use of digitalisation and how this impacts on customer and employee experience.
As a service provider to our first line managers, you will be delivering value adding data and insight, allowing the continued development of a coaching centre of excellence delivered. You will identify, recommend and implement practical tools that will enable our leaders to deliver continuous improvements in coaching, feedback, and customer experience. You will ensure that the quality strategy and agenda supports the ongoing delivery of our Make Today Great programme, and delivers value for money.
You will identify requirements for ongoing and new compliance activity, understanding the impacts and levels of risk, and make ongoing recommendations to the leadership team. You will ensure any compliance activity is necessary, adds value, mitigates risk, and satisfies any internal, legislative and/or regulatory requirements. You will co-ordinate and be accountable for the completion of this activity.
You will use and interpret data to identify opportunities to improve processes, reduce repeat contacts, increase efficiency, and highlight strengths and development areas down to individual specialist level, whilst putting the customer at the heart of everything you do. You will also actively participate and contribute to wider Customer Service and Business initiatives when and where required. You will be the subject matter expert in Customer Services, for everything quality and compliance related.
What do you need?
Our ideal candidate will have an understanding of regulatory targets and requirements and the following:
- Customer Services experience in a front line customer oriented environment.
- Coaching skills and experience in a team leadership role.
- Excellent Communication skills.
- Organisation skills.
- Strategic thinker.
- Business and commercial acumen.
- Experience of leading within a Quality or Compliance function
Closing date: 21st April 2019