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Quality Assessor

Pertemps Thames Water

Swindon

Permanent

£24500 - £28000/annum

SN28BN

Posted: 20/11/2021

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Who are we? 

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes.   Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment. 

About the role

We have an exciting opportunity for a Quality Assessor to join our busy team in Swindon.

Your role will be to ensure the quality of our customer experience delivered across all service providers meets company standards. You will act as a quality partner to our customer service teams and ensure the quality of service for our customers is not compromised and you will use your great communication and influencing skills to sell improvement opportunities to stakeholders.

What you’ll be doing: 

Participate in the design of quality monitoring formats and standards.
Perform call monitoring, providing insight and trend data to stakeholders.
Use quality monitoring data management systems to compile and track performance at team and individual levels.
Monitor email/written/web-based customer contacts.
Provide constructive feedback and coaching to motivate and drive positive improvement
Participate in customer and client listening programs to identify customer needs and expectations.
Provide actionable data to stakeholders and support teams.
Coordinate and facilitate calibration sessions, focusing on what good looks like
Provide insightful feedback to contact centre team leaders and managers.
Prepare and analyse internal and external quality reports for management teams.
Provide feedback and insight into quality monitoring and improvement trends.
Drive and develop intervention recommendations based on quality outcomes and work collaboratively with Training and Knowledge teams, contact centre colleagues, partners and the wider business.
Coach team leaders and contact centre colleagues to improve the customer experience.
On occasions travel to different Thames Water sites and to our partners sites.  
What’s in it for you? 

This is a busy and varied role with lots of room for growth and freedom and to suggest solutions and ideas to innovate. You will be challenging the norm to seek improvement opportunities. 

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year, increasing with length of service, access to money-saving and benefits schemes and much more!

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process. 

Thames Water is a rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

You can find our more in our working for us section of our website

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