Location UK / Belfast
Job Type Permanent full-time, TemporaryContract
Salary Not disclosed
Updated 1 week ago
We have an exciting new opportunity for a Quality Monitoring Supervisor to monitor and evaluate customer interactions !
Job Title: Quality Monitoring Supervisor
Salary: circa £17,250+ depending on skills and experience
Permanent | Full Time Hours with flexible working patterns available | 37 hours per week
SSE Airtricity Gas supplies gas to over 150,000 customers across Northern Ireland and the Customer Service Team is responsible for providing a high quality of service to our customers across multiple engagement channels. In order to ensure we maintain this high quality of service and compliance excellence we must ensure we frequently monitor our interactions with the customer to identify where improvements can be made and build these into future processes. To this end, we have an exciting new opportunity for a Quality Monitoring Supervisor to monitor and evaluate customer interactions to ensure we continue to deliver a high-level quality of service including: compliance, proper system usage, delivery against processes, problem resolution and friendliness & attitude to the customer.
The Quality Monitoring Supervisor monitors and evaluates contact centre interactions, records evaluations and provides detailed feedback directly to the operational team members, in order to drive improvements in the quality of service SSE Airtricity provide and to improve inefficiencies within our processes and behaviours. Your participation in calibration sessions with other quality evaluators is crucial to ensuring a consistent approach to monitoring across all areas of the home energy team.
You will create an environment for continuous improvement through the identification of inefficient or flawed processes and engage with the relevant continuous improvement team in order to change and improve. You will build and maintain strong interdepartmental relationships and complete other duties and responsibilities supporting the growth of the business as agreed with the Customer Service Manager. You will maintain a tracker of key tracking stats and provide regular reports into the KPI tracker. Where necessary you will work alongside and support, the complaints escalations team handling customer escalations. The role will also require you to support call handling activity within contact centre to ensure high quality service is maintain and service levels are met.
Your Skills and Experience
-The successful applicant will be organised, have exceptional attention to detail, be customer and quality-focused and passionate about delivering service excellence at all times
-Ability to build strong relationships and provide constructive feedback effectively in a friendly and approachable manner
-You should have an interest in compliance and process adherence as well as call centre metrics: service levels, abandonment rates, NPS, capacity planning, written and communications skills
-Customer and client focused
-You should have an interest in call centre metrics, service levels
-MS Office Experience essential
-Good team player & Positive attitude
-Ability to demonstrate strong planning and organisational skills together with the ability to use own initiative
-Excellent analytical and reconciliation skills essential
-Previous experience in a customer service/utilities environment
-Strong interpersonal skills with problem solving ability
SSE is Ireland’s second largest energy utility and the leading developer and investor in cleaner energy infrastructure. SSE owns and operates over 2,000MW of generation capacity on the island of Ireland, of which 718MW is from renewable sources. Sitting within our Wholesale business, SSE Airtricity supplies greener electricity, natural gas and essential services to over 770,000 homes and businesses. Since 2008, SSE has directly invested over £2bn in growing its Ireland energy business including investment in large-scale, cleaner energy infrastructure. As a result of that investment SSE has contributed over €5bn to Irish Gross Domestic Product (GDP) since 2010, demonstrating the scale of economic activity that SSE’s operations support across Ireland.
SSE Ireland has been certified by Business in the Community Ireland to the Business Working Responsibly Mark, the gold standard for Corporate Social Responsibility (CSR) and Sustainability in Ireland. The Mark is presented to companies that represent best-in-class leadership, policies, practices, performance, and impact in CSR and Sustainability including employee engagement, innovation, environmental practices, supply chain management and engagement with the local community.
We employ 1000 individuals doing everything from helping customers with their bills to the creation of clean, green renewable energy. Our people are important to us and we go to great lengths to extend the values of our award winning customer service to our employees to ensure that as part of our diverse workforce, you have the flexibility and opportunity to develop to your fullest potential.
In addition to a competitive salary, you’ll automatically be enrolled in into our Group Pension Plan and have the opportunity to join our Share plans. You’ll enjoy 25 days’ annual leave entitlement, with the option to buy up to 10 extra days and will also be eligible for a host of other lifestyle benefits. Each employee is also entitled to one day paid volunteering, allowing you to dedicate your time, skills and expertise to your local community or a charitable cause as part of our “Be the Difference” scheme.
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Closing date for applications is: 24 Sept 2018
This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.